Client Support Lead

One North is a digital experience agency that combines curiosity, scale, and agility to shape the future. As part of TEKsystems, a leading provider of business and technology services, we offer boutique solutions to solve complex problems. Our multidisciplinary teams of strategists, designers, and technologists excel in research and discovery, experience strategy, design, experience management, and technology implementation. Whether clients are establishing a vision for an experience or optimizing an existing one, we help businesses understand their audiences, design experiences, maximize technology, and bring their digital ideas to life.

The world's most successful companies rely on us to forge the future through electrifying work that sparks innovation and drives results.

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

Position Overview

As a 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.

The Client Support Lead will ideally be based remotely near Chicago for a light hybrid onsite/remote work model at our downtown Chicago office.

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 Word Press), 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, Word Press, 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

Job Type & Location

This is a Permanent position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $64000.00 - $96000.00/yr.

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…