Client Support Coordinator

One North is a full-service digital agency creating experiences that perform, evolve and inspire. Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and insights, our designers, strategists and technologists can take on any challenge. We deliver the human element to digital so that your big ideas come to life. One North is a TEKsystems company.

Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires:

Position Overview

One North is looking for a quick learner who is resourceful, self-sufficient, and passionate about client service and technology.

In the Client Services Coordinator role, your primary function is to provide client-facing technical support, including the planning, execution, and day-to-day management of ongoing maintenance activities for multiple clients. Typical activities include troubleshooting and testing applications, answering questions related to client sites, estimating and planning small enhancements/ updates, and providing basic functionality training as needed.

This role will ideally be based in the Chicagoland area, but we are open to remote locations across the U.S.

Responsibilities

• Serves as the first line of support for client troubleshooting and questions
• Maintains communication internally and externally
• Collaborates with the Technology team to resolve client requests
• Works in client Content Management Systems (typically Sitecore or WordPress) to troubleshoot and provide client training as needed
• 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
• Participates in client-facing activities, such as status calls, and own updates and/or action items related to technical support
• Develops a timeline and budget for ongoing implementation tasks, tracking actual task performance and costs against the plan
• Tracks weekly team hours and reviews monthly invoices for accuracy
• Proactively identifies and manages risks to client satisfaction
• Ensures the use of best practices and applies lessons learned from previous activities.
• Estimates small technical enhancements, update budgets, and supports SOW development with oversight from senior team members
• Partners with Account Managers to identify additional client needs and business building opportunities
• Coaches new team members as the team scales

Skills & Qualifications

• Ideally 1 or more years of experience in a client-facing role and experience providing technical support a plus
• Experience with web-based applications (e.g., websites, apps, portals, minisites, intranets, etc.)
• Demonstrated client management skills
• Strong written and oral communication skills as well as problem-solving skills
• Experience with Content Management Systems (e.g., Sitecore, WordPress, Keystone, etc.)
• Familiarity with customer support tools (e.g., Zendesk, JIRA, Zoho, etc.)
• Timeline and scope management for small to medium-sized projects a plus

We reserve the right to pay above or below the posted wage 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 December 6, 2024.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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