Client Support Specialist

PRIMARY OBJECTIVE

One North is looking for a quick learner who is resourceful, self-sufficient and passionate about client service and technology. The Client Support Specialist role is a new role at One North; we’re looking for someone who is interested in helping us take a new approach to how we handle technical and ongoing support for clients. The right person for this role will possess client empathy, take time to deeply understand our clients and proactively identify solutions to solve for their needs.  

RESPONSIBILITIES

  • Accountable for the technical support function on a client services team, handling support and maintenance requests for a portfolio of client websites and other applications.
  • Serve as the primary point of contact and first response to client application issues, requests or questions logged in the support system.
  • Facilitate 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.
  • Own client communication on issue resolution, estimates, timing and required deployments.
  • Schedule and manage 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.
  • Coordinate with other members of client team, such as Account Managers, on budget management and billing for support items. 
  • Participate in client-facing activities, such as status calls, and own updates and action items related to support.
  • Serve as the client team power user of the Content Management System (typically Sitecore or WordPress), and provide client training and troubleshooting as needed.
  • Document a process for supporting custom applications that developers can reference.
  • Provide user training documentation, where applicable.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS

  • 3-5 years’ professional experience
  • Experience with Content Management Systems like Sitecore, WordPress and Keystone
  • Experience with web-based applications (websites, apps, portals, minisites, intranets, etc.) 
  • Familiarity with customer support tools like Zendesk, JIRA and Zoho a plus
  • Exposure to reading/interpreting technical documentation
  • At least one prior role that required direct communication with clients
Read Full Job Description
Apply now
loading ...
Emailed

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • WordpressCMS
    • SitecoreCMS
    • HubSpotCRM
    • SalesforceCRM

Location

One North's office is located just off the Chicago Riverwalk at the corner of Wacker & LaSalle.

An Insider's view of One North Interactive

What projects are you most excited about?

I really enjoy working with “managed apps,” which keeps clients’ sites and applications the most updated. These projects enable me to get a variety of expertise in all the different platforms we support. I’m a part of all our clients’ implementations, which is challenging and rewarding, and enables me to work with all kinds of clients and teams.

Stephanie

Technical Lead

What makes someone successful on your team?

Employees are most successful when they connect our business goals to their personal growth and career goals. One North continues to evolve in a strategic way to develop quality solutions for our clients’ most complex business challenges, so we’re always looking for new ideas and approaches to solve problems.

Sarah

Manager, Talent Development

What is your vision for the company?

Our aim is to help our clients develop and advance their brands through digital strategy, brand & experience design and technology. Whether it’s helping our clients drive revenue, create stickier client relationships or attract, grow and retain talent, we are the glue that helps our clients engage their most important audiences.

John

CEO

How do you collaborate with other teams in the company?

I collaborate with other teams at One North by helping identify everyone's strengths. When we are able to trust each other and collaborate independently, we can do a lot of great things (really efficiently)!

Ryan

Front-end Developer

What are One North Interactive Perks + Benefits

One North Interactive Benefits Overview

Spoiler: it’s more than just swag (although, we have that too).

At One North, we recognize that our employees are more than just digital experience geniuses—they are regular people, too (with regular lives). That's why we've set up a generous employee benefit package to help them maintain a healthy work/life balance.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
One North offers an FSA benefit for health, dependent care, and commuter spending.
Disability Insurance
One North offers free short-term and long-term disability insurance for all full-time employees.
Dental Benefits
One North offers free dental insurance through Principal Financial to all full-time employees.
Vision Benefits
One North offers vision insurance through Principal Financial.
Health Insurance Benefits
One North's insurance through BCBS offers three plans: HMO, PPO, and HSA.
Life Insurance
Wellness Programs
One North offers a discount on monthly health insurance costs for employees who receive an annual physical.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs

Additional Perks + Benefits

We recognize that our employees are more than digital experience geniuses – they are regular people, too (with regular lives). That's why we've set up a generous employee benefit package to help them maintain a healthy work/life balance. One North offers flexible health plans to fit your needs, including the option to choose from a PPO, HMO or Health Savings Account. We also offer Dental insurance, Vision insurance, Life insurance, Short & Long Term Disability insurance and flexible savings accounts.

One North's 401(k) plan allows employees to save for retirement through pre-tax contributions along with employer-matched funds for maximized savings potential. Employees are immediately eligible for this benefit, and the plan has no vesting schedule for both employee and employer contributions.

We know how important unwinding can be for inspiration, innovation and productivity. Our full-time employees earn 3 weeks of paid time off in addition to sick time and company paid holidays.

More Jobs at One North Interactive9 open jobs
All Jobs
Design + UX
Dev + Engineer
HR
Project Mgmt
Developer
new
Chicago
Design + UX
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago