The Client Support Lead will help One North assess, define, and evolve technical and ongoing support capabilities. This individual will work across client services and with the QA team to identify challenges, overcome obstacles, and provide solutions for efficient, quality technical and ongoing support.
As Client Support Lead, we’re looking for someone who is interested in helping us take a new approach to how we handle ongoing, technical support for our clients. The role requires someone with client empathy, a deep understanding of our clients, and the ability to proactively identify solutions to solve for their needs.
This role will ideally be based in the Chicagoland area, but we are open to remote locations across the U.S.
Responsibilities
- Accountable for the technical support function on the client services team, handling support and maintenance requests for a portfolio of client websites and other applications
- Serves as the primary point of contact and first response to client application issues, requests, or questions logged in the support system
- Facilitates issue resolution with the development team, providing initial investigation or insight into the issue, and working with the assigned developer(s) to determine an estimate and timeline to resolve
- Owns client communication on issue resolution, estimates, timing, and required deployments
- Schedules and manages the execution of any necessary deployments with the development team, including quality assurance testing and verification of any fixes on a staged environment before approving for live deployment
- Coordinates with other members of the client team, such as Account Managers, on budget management and billing for support items
- Participates in client-facing activities, such as status calls, and owns updates and action items related to support
- Serves as the client team power user of the Content Management System (typically Sitecore or WordPress), and provides client training and troubleshooting as needed
- Documents a process for supporting custom applications that developers can reference
- Provides user training documentation, where applicable
- Reviews time weekly and approves invoices on a monthly basis
- Oversees the training and onboarding for future technical support team members as well as mentoring and potentially managing these team members
Skills & Qualifications
- 5 or more years of professional experience
- Agency, consulting, or professional services experience required
- Experience with Content Management Systems (e.g., Sitecore, WordPress, Keystone, etc.) required
- Experience with web-based applications (e.g., websites, apps, portals, minisites, intranets, etc.) required
- Familiarity with customer support tools (e.g., Zendesk, JIRA, Zoho, etc.)
- Exposure to reading/interpreting technical documentation
- Strong written and verbal communication skills
Benefits
- Our comprehensive benefits program includes Blue Cross Blue Shield PPO Health coverage, as well as a health savings account with employer-funded contributions.
- We also offer Dental and Vision insurance. All of our full-time employees are eligible for Life/AD&D insurance and Short/Long Term Disability insurance free of cost, with the option to add additional voluntary coverage if desired.
- One North’s 401(k) plan allows employees to save for retirement through pre- or post-tax contributions along with employer-matched funds for maximized savings potential.
- Our Transportation Benefits enable employees to also make pre-tax contributions to pay for parking and public transit needs.
- We know how important unwinding can be for inspiration, innovation and productivity. Our full-time employees earn 4 weeks of paid time off, in addition to company paid holidays. Employees begin to accrue additional time off once they reach their 3-year and 10-year anniversaries with the business.
- One North also understands how critical it is for parents to bond with their new additions. We provide paid Parental and Primary Caregiver Leave to assist and support employees who experience a new birth, adoption or foster placement of a child.
- We also offer an Employee Perks Program that offers member-only discounts and corporate rates on everything from pizza and the zoo, to movie tickets, car rentals, and hotels.
We reserve the right to pay above or below the base salary range of $80,000-$100,000 based on factors unrelated to sex, race, or any other protected classification.
Additional earnings may be available through incentive programs like annual bonuses, commissions, profit sharing, etc.
Please click on the following link to learn more about our full-time internal employment benefits: https://www.teksystems.com/en/careers/benefits.
The expected posting close date is February 21, 2025.
**Clicking the Apply now button will redirect you to apply on TEKsystems.com.
