Tekcare Lead

Gradient Financial Group; Shoreview (MN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

PTO and holidays

In-office 4 days/week with 1 remote

Medical, dental, vision insurance

401(k)

Professional development

Job summary

Nextek is seeking an experienced TekCare Lead to serve as a senior point of contact for clients, elevating the overall support experience and driving technology adoption.

You will work with clients, internal teams, and leadership to resolve issues, onboard new clients, train users, and mentor teammates while staying current on product updates and industry developments.

Qualifications

• 3+ years of experience in technology support, customer service, or related field.
• Experience in lead, senior support, escalation, or mentoring roles.
• Bachelor’s degree or equivalent professional experience.
• Experience supporting software applications or technology platforms.
• High-volume call center or customer support experience preferred.

Responsibilities

• Serve as a senior point of contact for client questions, issues, escalations, and follow-ups.
• Proactively contact clients to increase technology adoption and maximize value.
• Lead client onboarding and provide platform training.
• Handle complex issues and determine the path to resolution.
• Communicate bugs, enhancement requests, and recurring issues to internal teams.
• Monitor support trends and identify opportunities to improve training and documentation.
• Lead weekly client meetings, trainings, and technology education initiatives.
• Mentor teammates with product knowledge and best practices for client communication.

Skills

Client support leadership

Troubleshooting skills

Communication skills

Mentoring teammates

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

CRM software

Job description

We’re looking for an experienced, enthusiastic, and people-first TekCare Lead to join our team. This is a leadership-level client support position for someone who understands that great technology support is about more than solving problems, it’s about building relationships, creating exceptional client experiences, and helping clients get the most value from the technology they use every day.

What You’ll Do

As a TekCare Lead, you’ll serve as a senior point of contact for clients while helping elevate the overall client support experience. You’ll work closely with clients, internal teams, and leadership to resolve issues, drive technology adoption, and ensure clients feel supported throughout their relationship with Nextek.

• Serve as a senior point of contact for client questions, technology issues, escalations, and follow-up items.
• Proactively contact clients to increase technology adoption, identify opportunities, and help clients maximize the value of Nextek solutions.
• Lead client onboarding activities and provide platform training to new and existing clients.
• Handle complex or escalated client issues and determine the appropriate path to resolution.
• Use strong troubleshooting and problem-solving skills to determine whether an issue is a software bug, configuration issue, process concern, or training opportunity.
• Work closely with development, product, and internal support teams to communicate client-reported bugs, enhancement requests, and recurring issues.
• Monitor trends in client questions and support requests and identify opportunities to improve training, documentation, and the overall client experience.
• Help lead and coordinate weekly client meetings, training sessions, and technology education initiatives.
• Support and mentor team members by sharing product knowledge, troubleshooting techniques, and best practices for client communication.
• Help ensure client inquiries are handled professionally, accurately, and within established expectations.
• Document client interactions, issues, resolutions, and follow-up activities thoroughly and accurately.
• Stay current on new product features, system updates, and industry developments so you can confidently educate clients and team members.
• Participate in onsite client training events when needed.
• Identify opportunities to improve internal processes and the client support experience.
• Perform other duties as assigned.

What You Bring

• 3+ years of experience in technology support, customer service, call center operations, client services, or a related field — Required
• Previous lead, senior support, escalation, or mentoring experience — Preferred
• Bachelor’s degree or equivalent professional experience — Preferred
• Experience supporting software applications or technology platforms — Preferred
• Call center or high-volume customer support experience — Strongly Preferred
• Experience handling escalated customer issues and difficult conversations professionally.
• Strong verbal and written communication skills, with the ability to communicate effectively with clients, teammates, and leadership.
• Excellent follow-through and attention to detail.
• Strong analytical and troubleshooting skills with the ability to methodically work through complex problems.
• Comfortable documenting issues, identifying trends, and communicating findings to internal teams.
• Ability to prioritize multiple client needs in a fast-paced environment while maintaining a high level of service.
• Comfortable working independently while also collaborating effectively across departments.
• Proficiency with Microsoft Office, particularly Excel.
• Familiarity with the financial services industry — Preferred, or the ability and willingness to learn quickly.
• A genuine interest in helping people and creating positive client experiences.

What We Offer

• Competitive compensation and comprehensive benefits
• 4 weeks of accrued PTO, plus 9 paid holidays
• Medical, dental, vision, and life insurance
• 401(k)
• 8 hours of paid volunteer time off (VTO)
• Ability to work in-office four days per week with one remote workday
• Ongoing professional development and training
• A collaborative team that values expertise, initiative, accountability, and growth

Why Nextek?

At Nextek, we set high expectations, but we back them with support, collaboration, and real opportunities to grow. If you are someone who enjoys helping clients succeed, solving problems on the fly, and being part of a team that takes its work seriously, we encourage you to apply. Check out more amazing opportunities here: https://www.careers.gradientfinancialgroup.com/