Customer Support Representative Tier 1

Job Title: Customer Support Representative Tier 1

Location: Golden Valley, MN

Schedule: Monday-Friday typical daytime business hours.

Work from home eligible after 90 days of employment.

Wage: $23.50 an hour 

Job Summary:

The “Customer Support Representative - Tier 1”is responsible for fielding and resolving customer’s, identified as external stakeholders, requests and inquiries concerning various departments within Self-Directed Services in the Orion ISO and Morning Sun Financial Services companies.

Tier 1 supports have been identified as those customer reach outs that take approximately 10 minutes or less, though may take longer depending on the nature of the concerns.

The Customer Support Representative - Tier 1 will partner internally and externally for timely resolution of customer issues from start to finish; duties and processes include the below essential job duties.

Essential Job Duties:



* The highest priority is to answer all incoming calls and emails.


* Ensure all assigned tickets are addressed within 24 hours of creation and follow-up on outstanding tickets.


* Know and answer any general process or system questions.


* Provide general support to time entry concerns with EVV or timesheets.


* Support customer needs with using and navigating organizational systems.


* Navigate customer files to provide information, send or resend documentation, and support customer needs


* Support customers with onboarding to our system and processes.


* Work within the customer service team and various departments to provide timely resolution to customer needs.


* Provide customers with new and reoccurring communications.         

Required Qualifications:



* Proficiency in spoken and written English communication


* High school diploma 


* Must possess the ability to deal tactfully with staff, participants, family members, visitors, State and County representatives, other professionals in the field, and the general public.


* Successful clearance of Department of Human Services background check


* Successful clearance of Motor Vehicle Background Check and acceptable driving record per Company Policy

Preferred Qualifications:


* AA or college degree preferred.


* Excellent written and verbal communication


* 1-2 years of customer service related experience preferred.