Client Support Consultant

As a member of the Summit Support Organization, you will focus on understanding the experience set-up and support of advisor and end client users. The role involves collaborating with the Summit onboarding and product teams to assist with supporting all Summit clients. We are looking for someone to grow with us as we continue to evolve and live our Orion values.

Responsibilities

• Understand the desired experience for clients and guide potential directions based on the Experience platform capabilities.
• Maintain 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 prepare training material to assist advisor and admin users in navigating and building Summit.
• Work with the onboarding team to assist with project management.
• Relay customer feedback, identify recurring problems, and suggest enhancements to improve customer satisfaction.

Requirements

• GED or high school diploma (required).
• Bachelor’s degree (preferred).
• Minimum of three (3) years of experience in fintech system support role(s) (required).
• Prior mentoring or training experience (preferred).
• Ability to obtain an Orion Industry Certification (required).
• Additional certifications in Orion's Reconciliation, Reporting, Billing, Performance, and Advisor Portal (preferred).
• Experience with MySql.
• Comfort level in Javascript/Json (and/or willingness and aptitude to learn to review configurations).
• Creative thinking to translate experience priorities into solutions.
• Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues quickly.
• Experience with CRM systems and ticketing software.
• Willingness to travel up to 25% annually (required).
• Ability to own and manage relationships with stakeholders directly and work effectively with people at all levels in an organization.

Skills

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

Pay

$72,860.00 - $110,014.00 (may vary depending on geographic location, job-related knowledge, skills, and experience).

Benefits

• Health, dental, vision, and disability coverage starting on day one.
• 401(k) plan with employer match.
• Paid parental leave.
• Pet benefits including pawternity leave and pet insurance.
• Student loan repayment.

Schedule

Hybrid role requiring three (3) or more days each week 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.

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 creating 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.