Platform Support Associate

Platform Support Associate

• Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency.
• Provide clear training, guidance, and best practices to help clients navigate workflows or platform topics they need support with, using established support resources.
• Troubleshoot entry‑level workflows, platform navigation issues, feature questions, and data‑related inquiries.
• Maintain strong adherence to schedules and support queue coverage across required channels.
• Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation.
• Strive for first‑contact resolution while minimizing unnecessary transfers.
• Maintain clean, complete case documentation that meets internal quality and audit standards.
• Stay up to date on platform updates, release notes, required certifications, and internal learning content.
• Identify opportunities to simplify client workflows or improve documentation and elevate through proper channels.
• Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes.
• Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels.
• Expect to build foundational proficiency within assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways.
• Demonstrate ownership of inquiries and first‑contact resolution mindset.
• Maintain high performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy.
• Escalate suspected product issues only after basic troubleshooting and documentation.
• Contribute to team improvement by identifying client trends or documentation gaps.
• Adhere to hybrid expectations and maintain a professional presence in all interactions.
• Strong verbal and written communication skills in client interactions.
• Manage multiple tasks in a fast‑paced environment with attention to detail.
• Navigate and explain technology clearly.
• Strong problem‑solving, organizational, and time‑management skills.
• Own and manage relationships with stakeholders directly, working effectively with people at all levels in an organization.

• Minimum high school diploma; bachelor's degree preferred.
• Preferably prior customer service or technology support experience.
• Less than one year of experience.

Hybrid employee: 3 or more days each week required onsite at a listed office location.

Salary range: $20.67 – $29.57 per hour (est.)

Benefits include health, dental, vision & disability coverage on day one; 401(k) plan with employer match; paid parental leave; pet benefits and pet insurance; student loan repayment and more.