Job Description
- 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.
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