Customer Support Agent

Customer Support Agent

DLN Consulting Group · Austin, TX · Remote/Hybrid · Full-Time

About DLN Consulting Group

DLN Consulting Group is a healthcare operations, technology, data, and workforce solutions firm founded in 2011. We are dedicated to delivering exceptional service and strategic solutions that help our clients thrive. At DLN, every client interaction matters — and our Customer Support team is at the heart of that commitment.

Position Summary

DLN Consulting Group is seeking a motivated and client-focused Customer Support Agent to serve as a trusted resource for our clients and stakeholders. In this role, you will handle inbound support requests, resolve issues efficiently, and deliver a consistently positive experience across every touchpoint. This is a great fit for someone who is calm under pressure, communicates with clarity, and genuinely cares about helping people.

Key Responsibilities

• Respond to client inquiries and support requests via phone, email, and chat in a timely and professional manner
• Troubleshoot and resolve client concerns, escalating complex cases to the appropriate team when necessary
• Accurately document all support interactions, resolutions, and follow-ups in the CRM system
• Maintain in-depth knowledge of DLN’s services, programs, and processes to provide accurate guidance
• Follow up with clients post-resolution to confirm satisfaction and close tickets appropriately
• Meet or exceed performance targets including response time, resolution rate, and customer satisfaction (CSAT) scores
• Identify patterns in client inquiries and report recurring issues to leadership
• Collaborate with internal departments to advocate for client needs and improve service delivery
• Assist with onboarding new clients and walking them through DLN’s platforms and offerings
• Uphold DLN’s brand standards and values in every client interaction

Required Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred
• Minimum 1–2 years of customer support, client services, or call center experience
• Strong verbal and written communication skills with a professional, empathetic tone
• Comfortable working across multiple communication channels simultaneously
• Proficiency in CRM software and Microsoft Office Suite
• Excellent problem-solving skills and ability to remain calm in high-pressure situations
• Strong attention to detail and follow-through
• Reliable internet connection and quiet home workspace (for remote candidates)

Preferred Qualifications

• Experience in healthcare, staffing, or consulting environments
• Familiarity with Salesforce, Zendesk, Freshdesk, or similar support platforms
• Bilingual communication skills (English/Spanish a plus)
• Knowledge of HIPAA compliance and handling sensitive client information

What We Offer

• Competitive pay commensurate with experience
• Remote/hybrid work flexibility
• Health, dental, and vision benefits
• Paid time off and company holidays
• Ongoing training and professional development
• Positive, team-oriented work culture