Customer Support Agent

Customer 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 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.

Requirements

• 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

Benefits

• 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