Client Support Lead

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

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.

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.

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
• Experience with Content Management Systems (e.g., Sitecore, WordPress, Keystone, etc.)
• Experience with web-based applications (e.g., websites, apps, portals, minisites, intranets, etc.)
• Familiarity with customer support tools (e.g., Zendesk, JIRA, Zoho, etc.)
• Exposure to reading/interpreting technical documentation
• Strong written and verbal communication skills

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.

Read Full Description