Client Support Lead

TEKsystems•Berwyn, IL

8d•$64,000 - $96,000•Hybrid

About The Position

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.

Requirements

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

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