Client Support Representative, Tier 1

About the role

Viventium Software, a SaaS-based human capital management solution covering payroll and HR for health services markets across the United States, is looking for a dedicated, detail-oriented Client Support Representative, Tier 1. The role provides first-level support for SaaS products and services, handling client inquiries by email, phone and chat, and helping users resolve common technical and operational issues. Employees must work on site 100%.

Key responsibilities

• Handle first-level inquiries about SaaS products and resolve basic system issues such as login problems, payroll processing errors and report generation.
• Manage a high volume of inquiries via email, phone and chat while keeping service quality high, and document every interaction accurately.
• Follow up consistently with clients in line with service-level agreements and act as the main point of contact for Tier 1 support.
• Guide clients through platform features, explain best practices and resources, and build strong client relationships.
• Escalate complex issues to Tier 2 or other departments and work with internal teams such as Tax, Payroll and Development.
• Share feedback on recurring issues, contribute to knowledge bases and standard operating procedures, and stay current on new features.

Required profile

• Basic knowledge of SaaS platforms and troubleshooting, with a strong understanding of payroll and tax fundamentals.
• Exceptional verbal and written communication, attention to detail, problem-solving and analytical skills.
• Ability to handle multiple inquiries and projects, meet conflicting deadlines, and stay calm under pressure.
• Commitment to confidentiality and compliance; quick learner and team player.
• Fully bilingual, English (C1) and Spanish, oral and written.

Preferred skills

• Experience in SaaS customer support or related fields.
• Familiarity with HCM platforms or payroll systems.
• FPC or CPP certification preferred.