Customer Support Representative

Premium Support Representative FLSA: Exempt – Administrative EEOC Job Class – EEO-1 Category 2 Department: Premium Dedicated Support Reports To: Manager, Premium Dedicated Support Position Purpose At Viventium + Apploi, we are proud to serve the people and organizations powering the healthcare workforce. Our connected Hire and HCM solutions help clients attract, hire, onboard, manage, and support the essential employees who care for our communities. The Premium Dedicated Support team plays an important role in making that experience personal, dependable, and successful. The Premium Support Representative serves as a trusted day-to-day partner for a portfolio of high-value clients using the Viventium + Apploi Hire product. This role combines strong relationship management, Hire product expertise, thoughtful problem-solving, and consultative support to help clients optimize their recruiting workflows, increase product adoption, and successfully resolve platform and process-related concerns. The Premium Support Representative takes ownership of client questions and concerns, provides guidance on Hire functionality and established best practices, troubleshoots product and workflow issues, and coordinates with the appropriate internal partners when additional technical expertise is needed. While Hire is the primary focus of the role, this individual will progressively develop knowledge of the broader Viventium + Apploi HCM and Payroll product suite to support a more connected client experience and continued professional growth. The ideal candidate is enthusiastic about building meaningful client relationships, becoming an expert in the Hire product, and simplifying complex recruiting and technology challenges for the people we serve. This is an exciting opportunity to grow within Viventium + Apploi, expand technical and consultative capabilities, and directly contribute to client adoption, engagement, and success. Key Objectives Deliver an exceptional, personalized experience for assigned high-value Hire clients. Build trusted client relationships through proactive communication, ownership, and dependable followthrough. Develop and maintain advanced knowledge of the Viventium + Apploi Hire product, including its recruiting workflows, configurations, integrations, and reporting capabilities. Help clients improve product adoption, engagement, and effective use of Hire functionality. Resolve product, configuration, integration, and workflow-related concerns accurately and efficiently. Recognize client risks and opportunities and coordinate appropriate support through established internal channels. Progressively develop knowledge of the broader Viventium + Apploi HCM and Payroll product suite. Contribute to a collaborative, knowledgeable, and continuously improving Premium Dedicated Support team. Essential Duties and Responsibilities The essential functions include, but are not limited to the following: Client Partnership and Product Adoption Manage an assigned portfolio of high-value clients and serve as a primary point of contact for Hire product questions, concerns, and service needs. Build trusted relationships by understanding each client’s organization, hiring priorities, recruiting processes, platform configuration, and desired business outcomes. Deliver a responsive, personalized, and consultative support experience that reflects the standards and values of Viventium + Apploi. Conduct regular client touchpoints focused on product usage, business priorities, open concerns, adoption opportunities, and effective use of available Hire functionality. Proactively communicate relevant product releases, platform enhancements, established best practices, and workflow recommendations that may benefit assigned clients. Monitor available product-usage information, client engagement, support activity, and other account indicators to identify potential risks or opportunities. Help clients maximize the value of the Hire product through practical guidance, proactive communication, and dependable follow-through. Hire Product Expertise, Support, and Troubleshooting Develop and maintain advanced working knowledge of the Viventium + Apploi Hire product, including its recruiting workflows, configurations, reporting capabilities, integrations, and established support processes. Provide guidance on applicant tracking, candidate management, job and hiring workflows, onboarding, automation, reporting, user administration, and other Hire functionality. Troubleshoot product, workflow, configuration, integration, data, and user-related concerns by gathering relevant information, documenting findings, identifying potential causes, and working toward an accurate and timely resolution. Help clients optimize system configurations, recruiting workflows, automation, and reporting based on their business needs and available product functionality. Translate product and technical concepts into clear, practical recommendations for technical a