Viventium · 1 week ago
Client Support Representative, Tier 1
United States
Full-time
Remote
New Grad, Entry LevelViventium is seeking a dedicated and detail-oriented Client Support Representative, Tier 1 to join their team. This role focuses on providing first-level assistance for their SaaS products and services, addressing client inquiries through email, phone, and chat.
Cloud ManagementSoftware
Responsibilities
Handle first-level inquiries related to SaaS products, ensuring accurate and timely resolutions
Troubleshoot and resolve basic system issues, such as login difficulties, payroll processing errors, and report generation
Manage a high volume of inquiries via email, phone, and chat, maintaining a strong focus on service quality
Document all interactions, resolutions, and follow-ups in a detailed and accurate manner
Ensure consistent follow-up and communication with clients, adhering to service-level agreements
Act as the primary point of contact for Tier 1 support inquiries, delivering a positive and effortless client experience
Guide clients through platform features and tools, empowering them to navigate the system independently
Foster strong client relationships by providing clear and empathetic communication throughout the support process
Educate clients on best practices and available resources to maximize the value of the platform
Escalate complex issues to Tier 2 support or relevant departments, ensuring seamless collaboration and resolution
Work with internal teams, including Tax, Payroll, and Development, to gather insights and address client concerns
Act as a liaison between clients and internal teams to streamline communication and improve issue resolution
Identify recurring issues and provide feedback to enhance support processes and system functionality
Contribute to the development and refinement of internal knowledge bases and standard operating procedures
Stay updated on new features and system updates to provide accurate and timely support
Participate in team projects and initiatives aimed at improving overall service delivery
Qualification
Required
Technical Proficiency Level 1: Basic knowledge of SaaS platforms and troubleshooting
Strong understanding of payroll and tax fundamentals
Exceptional verbal and written communication skills
Attention to detail and the ability to handle multiple inquiries simultaneously
Problem-solving and analytical skills to address client concerns efficiently
Client service orientation with a commitment to confidentiality and compliance
Ability to handle stressful situations in a professional manner
Ability to manage multiple projects and adhere to conflicting deadlines
Quick learner, multi-tasker, master at organization, and overall team player
Preferred
Experience in SaaS customer support or related fields
Familiarity with HCM platforms or payroll systems
FPC or CPP Certification preferred
Company
Viventium
Viventium operates as a cloud-based HCM solution software firm.
Founded in 1992
201-500 employees
H1B Sponsorship
Viventium has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$5MKey Investors
LLR Partners
2023-02-07Private Equity
2019-10-15Private Equity
2018-07-01Private Equity· $5M
Leadership Team
Julieann Esper Rainville
Interim Chief Executive Officer
Howie Goldspiel
Chief Operating Officer
Recent News
FinSMEs
2026-02-06
EIN Presswire
2026-01-20
Company data provided by crunchbase