One North · 12 hours ago
Client Support Lead
Chicago, IL
Full-time
Hybrid
Senior Level
5+ years expOne North is a digital experience agency that combines curiosity, scale, and agility to shape the future. The Client Support Lead will be responsible for managing technical support for clients, coordinating with various teams to resolve issues, and ensuring quality support for client applications. This role requires strong client empathy and the ability to proactively identify solutions to client needs.
Big DataSoftwareAppsAnalyticsWeb DesignWeb Development
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
Qualification
Required
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
Blue Cross Blue Shield PPO Health coverage
Health savings account with employer-funded contributions
Dental and Vision insurance
Life/AD&D insurance and Short/Long Term Disability insurance free of cost
401(k) plan allows employees to save for retirement through pre- or post-tax contributions along with employer-matched funds
Transportation Benefits enable employees to also make pre-tax contributions to pay for parking and public transit needs
4 weeks of paid time off
Company paid holidays
Paid Parental and Primary Caregiver Leave
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
Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.
Company
One North
One North is a digital experience agency that combines curiosity, scale, and agility to shape the future.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Svoboda Capital
2020-08-01Acquired
2016-08-09Series Unknown
Leadership Team
Celina Guimaraes, MBA
Director, Client Partnership
Elaina Chapman
Director, Client Partnerships
Recent News
2024-11-05
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