Client Support Technician

Role Overview

• Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency
• Provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources
• Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries
• Maintain strong adherence to schedules and support queue coverage across required channels
• Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation
• Strive for first-contact resolution while minimizing unnecessary transfers
• Maintain clean, complete case documentation that meets internal quality and audit standards
• Stay up to date on platform updates, release notes, required certifications, and internal learning content
• Identify opportunities to simplify client workflows or improve documentation and escalate through proper channels
• Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes
• Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels
• Expect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways
• Demonstrate first-contact resolution mindset and ownership of inquiries
• Maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service delivery
• Escalate suspected product issues only after basic troubleshooting and documentation
• Contribute to team improvement by identifying client trends or documentation gaps
• Adhere to hybrid expectations and maintain a professional presence in all interactions
• Provide advanced support across multiple applications, workflows, or data paths within your technology band
• Troubleshoot more complex, multi-step workflows and identify upstream/downstream impacts across tools
• Recognize potential production incidents (“product pulse”) and escalate with context to Technical Leads
• Submit or promote high-impact enhancement ideas in the Idea Portal (JDP) based on real client feedback
• Participate in HOVs or strategic engagements when assigned to support subject-area expertise
• Support onboarding efforts through shadowing, training reinforcement, and workflow coaching
• Maintain certifications across multiple subject areas and expand knowledge breadth
• Contribute to documentation updates, internal knowledge resources, and workflow improvement opportunities
• Work collaboratively across pods to ensure seamless client handoffs and consistent client outcomes
• Operate as a multi-skilled contributor who supports a broader range of subject areas within their primary technology band (Orion or Redtail), demonstrating increased technical depth and platform fluency
• Diagnose more complex client issues by understanding integrated workflows and system dependencies contributing to higher rates of first-contact resolution
• Maintain strong performance across KPIs, including adherence, acceptance rate, quality, and NPS, while balancing increased complexity
• Recognize potential production issues (“product pulse”) and escalates patterns, defects, or recurring problems to Technical Leads with clear reproduction steps and context
• Contribute to team readiness through mentorship, peer support, and onboarding participation
• Engage in process improvement by identifying gaps in documentation and supporting updates when appropriate
• Advance continuous learning by maintaining multiple certifications within their technology band and preparing for cross-tech training as they progress toward Client Support Engineer eligibility
• Demonstrate professionalism, ownership, and consistency across all client interactions, including participation in HOVs or specialized engagements when assigned

Requirements

• minimum of 1–2 years of experience in client-facing or technical support role
• effective written and verbal communication across teams
• completes additional skill-based certifications as you progress across subject areas and platform workflows
• minimum of high school diploma or equivalent
• owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

Benefits

• health, dental, vision, and disability coverage on day one
• 401(k) plan with employer match
• paid parental leave
• pet benefits including pawternity leave and pet insurance
• student loan repayment and more