Client Support Consultant

Client Support Consultant

As a Client Support Consultant, you will sit within the Summit Support Organization to understand the experience set-up and support of advisor and end client users. The role also involves collaborating with the Summit onboarding and product teams to assist with supporting all Summit clients. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Work location is subject to change based on business needs.

• Understand the desired experience for clients and guiding potential directions based on the Experience platform capabilities
• Have awareness of the Orion Ecosystem with enough knowledge to guide clients across all product domains
• Provide daily support for all Summit clients
• Diagnose and resolve issues including user access, reporting, custom experience builds, and issues related to client portal access
• Escalate complex problems or issues to product teams when needed.
• Help to prepare training material to help advisor and admin users better navigate and build Summit.
• Work with the onboarding team to help with project management.
• Relay customer feedback, identify recurring problems, and suggest enhancements to improve customer satisfaction.

• Has a GED or high school diploma as required
• Has a Bachelor's degree as preferred
• Has a minimum of three (3) years of experience in fintech system support role(s) as required
• Has prior mentoring or training experience as preferred
• Can obtain an Orion Industry Certification as required
• Has additional certifications in Orion's Reconciliation, Reporting, Billing, Performance, and Advisor Portal as preferred
• Has experience with My Sql
• Has a comfort level in Java script/Json (and/or willingness and aptitude to learn to review configurations that have been established)
• Has creative thinking to translate experience priorities into solutions
• Has excellent problem-solving skills and the ability to troubleshoot and resolve technical issues quickly.
• Has experience with CRM systems and ticketing software
• Has a willingness to travel up to 25% annually as required
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

Recommended

Skills:

Client-Centric, Effective Communication, Innovation, Technical Proficiency, Technical Support, Time Management, Work Collaboratively

Salary Range: $72,860.00 - $

The 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.

At 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.