Client Support Technician

About This OpportunityAS a Client Support Technician, you will be in a multi-skilled individual contributor role and support clients across multiple subject areas within a core technology band (Orion or Redtail). This role handles more complex workflows, assists with escalations, and contributes to cross-functional problem-solving and product insight. The position represents progression within the Skills-Based Service Model, emphasizing technical depth, certification, and broader platform fluency. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.For External CandidatesCandidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Berwyn, PA or Lehi, UT.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 interactionsProvide advanced support across multiple applications, workflows, or data paths within your technology bandTroubleshoot more complex, multi-step workflows and identify upstream/downstream impacts across toolsRecognize potential production incidents (“product pulse”) and escalate with context to Technical LeadsSubmit or promote high-impact enhancement ideas in the Idea Portal (JDP) based on real client feedbackParticipate in HOVs or strategic engagements when assigned to support subject-area expertiseSupport onboarding efforts through shadowing, training reinforcement, and workflow coachingMaintain certifications across multiple subject areas and expand knowledge breadthContribute to documentation updates, internal knowledge resources, and workflow improvement opportunitiesWork collaboratively across pods to ensure seamless client handoffs and consistent client outcomesOperate 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 fluencyDiagnose more complex client issues by understanding integrated workflows and system dependencies contributing to higher rates of first-contact resolutionMaintain strong performance across KPIs, including adherence, acceptance rate, quality, and NPS, while balancing increased complexityRecognize potential production issues (“product pulse”) and escalates patterns, defects, or recurring problems to Technical Leads with clear reproduction steps and contextContribute to team readiness through mentorship, peer support, and onboarding participationEngage in process improvement by identifying gaps in documentation and supporting updates when appropriateAdvance continuous learning by maintaining multiple certifications within their technology band and preparing for cross-tech training as they progress toward Client Support Engineer eligibilityDemonstrate professionalism, ownership, and consistency across all client interactions, including participation in HOVs or specialized engagements when assignedWe’re Looking For Talent WhoHas strong analytical, technical, and troubleshooting capabilityDiagnoses multi-factor issues and articulates solutions clearlyHas effective written and verbal communication across teamsCompletes additional skill-based certifications as you progress across subject areas and platform workflowsPreferably has a minimum of 1–2 years of experience in client-facing or technical support roleHas a minimum of high school diploma or equivalentOwns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization Salary Range$23.57 - $34.20The 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.