Client Support Lead

Threespot Client Support Leads are responsible for handling our clients' urgent technical support and ongoing site maintenance requests. They must be courteous, proactive, patient, and professional communicators and problem solvers who have a diverse technical knowledge base, with a familiarity of the systems and technologies for which they are expected to provide support and maintenance. They are counted upon to resolve multiple simultaneous, short-term support requests within their abilities, reprioritizing on a dime when necessary, and escalating requests that they cannot handle to the appropriate project manager or technical resource in a timely fashion. They must also be able to support scheduled updates and other routine maintenance tasks.

As with all of the Client Services staff, Client Support Leads are comfortable working in a deadline-driven, technology-agnostic, and design-focused environment. They are expected to interact with project managers, technical personnel, and graphic designers, as well as keep the Director of Client Services informed of their workload and availability.

Client Support Leads have a working knowledge of the fundamentals of Internet development and deployments, including HTML, CSS, DNS, and email systems. As their primary role is that of troubleshooting, they must be familiar with multiple platforms, Internet browsers, and email clients.

Requirements

  • Must have proven IT end-user support/customer service skills in a professional capacity
  • Must have excellent written and verbal communication skills
  • Must have exceptional problem-solving and troubleshooting skills
  • Must possess a proven ability to multitask and appropriately prioritize projects with constantly-changing schedules and deadlines
  • Must be calm, self-motivated, positive, and able to focus on delivering high-quality, accurate, and timely results for fast-paced projects or assignments
  • Must have experience dealing with scheduled and unscheduled Web site maintenance requests
  • Must have a working knowledge of internet development and deployments, including HTML, CSS, DNS, and email systems
  • Must have experience delivering support for multiple browsers, such as Firefox, Internet Explorer, and Safari
  • Familiarity with graphic design-related applications, such as Photoshop, Dreamweaver, or Flash in a support capacity is a strong plus

Responsibilities

  • Handles support and maintenance requests from clients and Threespot employees in a professional manner
  • Resolves issues within skill level; escalates when necessary
  • Keeps thorough documentation records of support requests and resolutions
  • Ensures support requests are handled in a timely manner
  • Fields and resolves support requests thoroughly, completely, and to client satisfaction
  • Provides regular reports to Account and Project managers on issues, status, resolutions, and trends

Apply now

  • Cover letter, resume, and salary history to hr@threespot.com. Subject line should read, "Application for Client Support Lead Position".
  • No phone calls, please
  • No contractors, please
  • No staffing agencies, please
  • All qualified applicants will receive consideration for employment without regard to race, religion, gender, physical capability, sexual identification/orientation, national origin, or other protected class distinctions

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