Client Support Representative, Tier 1

Position Purpose We are seeking a dedicated and detail-oriented Client Support Representative, Tier 1 to join our team. This role focuses on providing first-level assistance for our SaaS products and services, addressing client inquiries through email, phone, and chat. The ideal candidate will help ensure seamless usage of the platform by resolving common technical and operational issues and guiding users through its features. Essential Duties And 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

Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award- winning software. Viventium provides flexible software and expert guidance so clients can be sure their payroll is done right. Viventium Software supports all fifty of the United States with payroll and HR solutions.