Subject Matter Expert- Platform Support Team (9:00 AM - 6:00 PM CT) ID-18131

June 11, 2025

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.

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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

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

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