Subject Matter Expert- Platform Support Team (9:00 AM - 6:00 PM CT)
About the position
As a Subject Matter Expert, you will be responsible for maintaining high standards of customer service for the clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.
Responsibilities
- Respond to customer requests via phone, email, chat in timely and professional manner ,
- Provide training and best practice procedures to external clients on the Orion system ,
- Lead face to face discussions and training during customer office visits and/or conferences ,
- Provide assistance in testing functionality during scheduled build weeks ,
- Maintain and uphold the standards which have been set for the Orion Service teams ,
- Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution ,
- Counsel advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests ,
- Provide assistance in growing business with client by highlighting additional features which would benefit client's overall package offering ,
- Collaborate with other operations departments to research and resolve client issues and inquiries, following-through until resolution ,
- Maintain an in-depth knowledge of the assigned Orion system team
Requirements
- Is proficient writing and grammar skills and an ability to respond to customers through chat and email ,
- Has minimum of a high school diploma required and preferably a bachelor's degree in Business Administration or related field ,
- Obtains Orion Industry Certification ,
- Has prior experience in a customer service or technology related role ,
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
Nice-to-haves
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Benefits
- Health coverage on day one ,
- Dental coverage on day one ,
- Vision coverage on day one ,
- 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