Technical Support Representative

About This OpportunityThe Technical Support Representative is a frontline support professional responsible for handling client inquiries across phone, chat, and case channels. This role focuses on resolving foundational questions, guiding clients through core workflows, and ensuring accurate intake, documentation, and follow‑through. Success in this role depends on reliability, communication clarity, and steady progression of platform knowledge across Orion products—such as Orion, Redtail, and OCIO—but not limited to these offerings. Please Note: This posting may not refer to a specific open position. As we can regularly hire for this type of role, you may be considered for a potential, future opportunity.Location:It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.In This Role, You’ll Get ToServe as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgencyProvide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resourcesTroubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiriesMaintain strong adherence to schedules and support queue coverage across required channelsOwn assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentationStrive for first-contact resolution while minimizing unnecessary transfersMaintain clean, complete case documentation that meets internal quality and audit standardsStay up to date on platform updates, release notes, required certifications, and internal learning contentIdentify opportunities to simplify client workflows or improve documentation and escalate through proper channelsCollaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomesOperate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channelsExpect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathwaysDemonstrate first-contact resolution mindset and ownership of inquiriesMaintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service deliveryEscalate suspected product issues only after basic troubleshooting and documentationContribute to team improvement by identifying client trends or documentation gapsAdhere to hybrid expectations and maintain a professional presence in all interactionsWe’re Looking For Talent WhoHas strong verbal and written communication skills in client interactionsManages multiple tasks in a fast-paced environment with attention to detailNavigates and explains technologyHas strong problem-solving, organizational, and time management skillsHas a minimum of a high school; bachelor’s degree preferredPreferably has prior customer service or technology support experienceHas less than one year of experienceOwns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization Recommended SkillsSalary Range:$20.67 - $29.57The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes 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.About UsAt Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.