Tier 1 Client Service Agent
Job Description:
• Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions.
• Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels.
• Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce).
• Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions.
• Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary.
• Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities.
• Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability.
• Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.
Requirements:
• 1+ years of client relations, customer support, or sales experience, including direct communication with clients via phone and email.
• Strong written and verbal communication skills.
• Basic technical aptitude and willingness to learn SaaS platform support.
• High level of professionalism and commitment to client satisfaction.
Benefits:
• All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
• Professional development opportunities.
Apply Now
Apply Now
• Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions.
• Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels.
• Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce).
• Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions.
• Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary.
• Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities.
• Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability.
• Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.
Requirements:
• 1+ years of client relations, customer support, or sales experience, including direct communication with clients via phone and email.
• Strong written and verbal communication skills.
• Basic technical aptitude and willingness to learn SaaS platform support.
• High level of professionalism and commitment to client satisfaction.
Benefits:
• All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
• Professional development opportunities.
Apply Now
Apply Now