Subject Matter Expert, General Platform

Orion is a company committed to providing exceptional customer service and fostering a collaborative work environment. The Subject Matter Expert will maintain high standards of service for clients, ensuring accurate service delivery and providing training on the Orion system.

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
• 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, 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

Company Overview