Premium 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 and nontechnical client audiences. Support client needs involving data imports and exports, data mapping, reporting, user access and permissions, single sign-on coordination, authentication, and connected platform workflows. Continue developing proficiency in advanced Hire configurations, integrations, workflow automation, reporting, and platform optimization while completing required product, compliance, release, and knowledge-based training. Escalation Management and Client Advocacy Serve as an escalation resource for assigned client questions and concerns within the scope of the role. Gather and clearly document client impact, system behavior, troubleshooting efforts, and relevant findings to support efficient review and resolution. Apply sound judgment to determine when an issue can be resolved independently and when advanced technical or cross-functional expertise is required. Coordinate with Product, Engineering, Support, Implementation, and other internal partners when an issue requires specialized product, integration, configuration, or technical support. Advocate for client needs while following established escalation, communication, and prioritization processes. Provide timely updates, clear expectation-setting, and dependable follow-through to clients and internal stakeholders throughout the resolution process. Identify recurring product, workflow, adoption, or service challenges and share relevant observations through the appropriate internal channels. Perform other duties as assigned. All other duties, as assigned. Cross-Functional Collaboration and Professional Development Collaborate with Product, Engineering, Support, Implementation, Client Success, Sales, Revenue Operations, HCM, Payroll, and other internal partners to support client outcomes and a connected Viventium + Apploi experience. Communicate relevant client feedback, product enhancement opportunities, adoption trends, technical concerns, and recurring support insights to appropriate internal stakeholders. Participate in department initiatives, Hire product rollouts, process improvements, and organizational projects that strengthen service delivery. Contribute to the creation and maintenance of documentation, knowledge-base content, client resources, training materials, and established best practices. Share Hire product knowledge and troubleshooting insights with colleagues and provide peer support within demonstrated areas of expertise. Develop foundational knowledge of the broader Viventium + Apploi HCM and Payroll product suite, including how Hire workflows and data connect with onboarding, employee management, payroll, and related workforce processes. Stay informed about recruiting technology, healthcare workforce trends, relevant compliance developments, and industry practices that may affect clients. Perform other duties as assigned. All other duties, as assigned. The essential functions listed above are representative of the primary duties required. Employees must be able to perform these functions with or without reasonable accommodation. This job description is not intended to be an exhaustive list of all duties and responsibilities. The Company reserves the right to modify the role as needed. Employment is at-will and may be terminated at any time with or without cause or notice, in accordance with applicable law. Work Environment & Physical Requirements Ability to sit, stand, and work at a computer for extended periods. Ability to communicate effectively via phone, video, and written channels. Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment. Travel may be required periodically for client meetings, team meetings, or business needs. Reasonable accommodations will be provided in accordance with applicable law. Qualifications (Knowledge, Skills, and Abilities) Education Bachelor’s degree preferred, or equivalent combination of education and relevant experience. Minimum Qualifications 2+ years of client-facing experience in customer success, account management, technical support, or related roles. Advanced knowledge of recruiting, applicant tracking, workforce management, or HCM software. Ability to learn new products and processes quickly and adapt effectively as Viventium + Apploi continues to grow. Proven ability to troubleshoot and resolve complex technical and workflow-related issues. Ability to communicate clearly with clients and team members and explain technical concepts to both technical and non-technical audiences. Strong analytical, organizational, and problem-solving abilities. Proficiency with Microsoft Office applications, including Outlook, Excel, and Word. Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment. Self-starter with the ability to learn quickly, adapt to change, and work collaboratively across teams. Preferred Qualifications 1+ years of experience working within the Viventium + Apploi platform and supporting clients. Experience supporting healthcare, recruiting, applicant tracking, workforce management, or HCM technology solutions. Strong understanding of healthcare recruiting/talent acquisition in the assisted living and skilled nursing industries. Experience supporting software integrations, single sign-on, user authentication, data mapping, or data imports and exports. Familiarity with APIs, webhooks, SSO/SAML, authentication, integration workflows, or related SaaS concepts. Experience partnering cross-functionally with Product, Engineering, Support, Sales, Operations, and Client Success teams. Experience creating enablement resources, documentation, training materials, or knowledge base content. Experience working in a high-growth, fast-paced, or integration-oriented environment. Success Profile (What Good Looks Like in 12 Months) Consistently delivers the responsive, accurate, and personalized support experience clients expect from Viventium + Apploi. Builds trusted client relationships and demonstrates clear ownership of assigned questions and concerns. Independently resolves routine and moderately complex payroll, product, configuration, and workflowrelated issues. Confidently uses established resources, support processes, and cross-functional partnerships to move client concerns toward resolution. Appropriately identifies and escalates matters requiring advanced technical expertise, broader business judgment, or cross-functional support. Maintains strong working knowledge of the Viventium + Apploi platform and completes required product, compliance, and knowledge-based training. Demonstrates continued growth in platform knowledge, troubleshooting, reporting, and consultative client support. Contributes positively to team performance, knowledge sharing, service consistency, and the evolving Viventium + Apploi client experience. Demonstrates readiness to take on increasingly complex accounts and client needs as knowledge, judgment, and technical proficiency grow. Compensation & Pay Transparency Base Salary Range: $62,000 - $85,000 per annum This range reflects the expected base salary for this position and is aligned with market data and internal equity considerations. Individual compensation will be determined based on factors such as experience, skills, qualifications, and geographic location. This role may also be eligible for discretionary bonus or other incentive compensation, in accordance with Company plans. Viventium + Apploi is committed to maintaining competitive, equitable, and transparent compensation practices in compliance with all applicable laws #J-18808-Ljbffr Viventium Software