Quick overview
Job description
Online Support Agent
DLN Consulting Group ·
About DLN Consulting Group
DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We are committed to delivering exceptional service and innovative solutions that help our clients achieve their goals. Our team operates with integrity, agility, and a deep dedication to client success at every level.
Position Summary
DLN Consulting Group is seeking a sharp, client-focused Online Support Agent to deliver high-quality assistance to our clients and users through digital support channels. In this role, you will manage support interactions via chat, email, and web-based ticketing systems — troubleshooting issues, answering questions, and ensuring every client walks away with a resolution. This role is perfect for someone who is digitally fluent, a clear communicator, and committed to delivering a seamless online support experience.
- Respond to client support requests through online chat, email, and ticketing platforms in a timely and professional manner
- Diagnose and resolve client issues or escalate to the appropriate internal team when needed
- Accurately document all support interactions, resolutions, and follow-up actions in the CRM or ticketing system
- Maintain up-to-date knowledge of DLN’s services, tools, and processes to provide accurate and helpful guidance
- Monitor support queues and ensure all open tickets are addressed within established SLA timeframes
- Follow up with clients to confirm issue resolution and overall satisfaction
- Identify and report recurring support issues or trends to the team lead or management
- Collaborate with internal departments to relay client feedback and improve service delivery
- Assist with creating and updating support documentation, FAQs, and knowledge base articles
- Uphold DLN’s brand standards and professionalism in every digital interaction
- High school diploma or GED required; associate or bachelor’s degree preferred
- Minimum 1–2 years of experience in online support, customer service, or a client-facing digital role
- Strong written communication skills — clear, concise, professional, and empathetic
- Proficiency with support platforms, CRM tools, and Microsoft Office Suite
- Ability to manage multiple open support cases simultaneously without compromising quality
- Strong critical thinking and problem-solving skills
- High attention to detail with accurate and thorough documentation habits
- Reliable high-speed internet and a quiet, professional home workspace
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