Subject Matter Expert (8a-5p CT)

Orion is a company dedicated to providing exceptional customer service, and they are seeking a Subject Matter Expert to maintain high standards for their clients. This role involves responding to customer requests, providing training on the Orion system, and collaborating with various departments to resolve client issues.

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

Skills

• Proficient writing and grammar skills and an ability to respond to customers through chat and email
• Minimum of a high school diploma required and preferably a bachelor's degree in Business Administration or related field
• Obtain Orion Industry Certification
• 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
• Dental
• Vision
• 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

Company Overview