One North · 7 hours ago

Client Support Lead

Chicago, IL

Full-time

Remote

Mid, Senior Level

5+ years exp

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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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Content Management SystemsWeb-based applicationsSitecoreWordPressCustomer support toolsZendeskJIRAZohoClient empathyTechnical documentation