Idea Staff


Senior Technical Service Lead

Job Title
Senior Technical Service Lead
Job Order ID
Begin Date
Jacksonville,  FL 32223
Other Location

Senior Technical Service Lead II

Dynamic Jacksonville financial services company looking for experienced B2B Customer Support Lead to provide technical services to vendors.


  • Providing customer support related functions including general Client Support, Technical Help Desk Support, handling client escalations, billing support, registrations, deactivations, and special accounts;
  • Conducting due diligence on customer reported defects or system issues, in partnership with technical testers, analysts, and other internal stakeholders;
  • Management & oversight of client due diligence requests, including validation that service level guidelines are met;
  • Working closely with internal teams to resolve client issues;
  • Facilitation of external Call Center vendor relationship, including conducting required training, call monitoring, coaching, and performance management as needed;
  • Maintenance and general administration of Client Relationship Management tool, including managing data integrity, ad hoc updates to structure, reporting, forms, etc.;
  • Coordination and support of monthly customer invoicing process, including quality control;
  • Collaborating with cross functional teams to ensure timely delivery of assigned tasks/projects;
  • Providing support and management to assigned vendors and contractors;
  • Developing plans and strategies to outsource processes as needed;
  • Analyzes Salesforce (CRM) and Great Plains (Billing) system reports to make business decisions.

Candidate will possess:

  • Excellent oral and written communication skills for negotiating, influencing, presenting, and/or gaining approvals.
  • Ability to work in a fast-paced and dynamic environment while maintaining effective working relationships with teams.
  • Excellent ability to organize and prioritize work responsibilities in a fast-paced demanding environment.
  • Ability to proactively problem-solve and identify consequences of alternative solutions.
  • Ability to work productively and collectively with all levels of internal and external associates/clients/colleagues.
  • Excellent knowledge of software applications including Microsoft Office Word, Excel, and PowerPoint.

Desired skills:

  • General knowledge of project development lifecycle and project management methodologies.
  • MS Dynamics (Great Plains) accounting and billing software
  • CRM.  Salesforce Administrative skills preferred


  • Bachelor’s degree in Business or related field preferred.
  • 5+ years of B2B Customer Relations experience in IT services customer support environments.
  • 5+ years’ experience in project management/client relations environment. Preferably in technology environments providing services to financial institutions.
  • 5+ years’ experience in vendor support and management.
Required Skills


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