Technical Consultant, Client Services

TeamDynamix LLC

Job Overview

Location

Remote, USA

Job Type

Full-time

Full Job Description

📋 Description

• Provide direct technical support to TeamDynamix customers, resolving complex issues through troubleshooting, root cause analysis, and implementation of scalable solutions.
• Work hands-on with clients to optimize their use of TeamDynamix software, delivering tailored guidance on functionality, best practices, and system configuration.
• Manage and prioritize incoming support requests with precision, ensuring timely resolution and exceptional customer experience through clear communication and thorough documentation.
• Replicate customer-reported issues in test environments to identify systemic problems and develop lasting fixes that prevent recurrence.
• Collaborate cross-functionally with Support, Professional Services, and Engineering teams to escalate and resolve high-impact technical challenges.
• Serve as a knowledge multiplier by sharing expertise, mentoring team members, and contributing to ongoing training and upskilling initiatives.
• Deliver product training sessions and instructional materials to help customers effectively adopt new features and updates.
• Advocate for customer needs by ensuring critical issues are properly escalated, tracked, and addressed with urgency and transparency.
• Identify opportunities to improve operational efficiency through process automation, workflow optimization, and systemic enhancements to support delivery.
• Design, create, and maintain comprehensive knowledge base articles, FAQs, and documentation to enable scalable, self-service support for customers and internal teams.
• Integrate and apply AI-powered tools—such as Claude, Microsoft Copilot, ChatGPT, and similar platforms—to streamline ticket triage, accelerate knowledge creation, and enhance response accuracy.
• Build and iterate on AI-driven workflows that improve self-service capabilities, reduce manual effort for support staff, and increase overall support team productivity.
• Contribute to special projects aimed at improving the quality, speed, and scalability of customer support operations.
• Maintain a customer-first mindset by anticipating needs, proactively addressing pain points, and continuously seeking feedback to refine support strategies.
• Demonstrate strong organizational skills by managing multiple concurrent customer cases while maintaining high standards for quality, responsiveness, and follow-through.
• Communicate effectively with both technical and non-technical stakeholders, translating complex system behaviors into clear, actionable guidance.
• Embrace an entrepreneurial approach by independently owning end-to-end problem resolution and driving innovation in how support services are delivered.
• Stay current on evolving technologies and AI advancements, applying relevant innovations to enhance customer outcomes and internal team effectiveness.
• Uphold a culture of continuous improvement by documenting learnings, sharing insights, and championing process enhancements that reduce friction for customers and employees alike.

🎯 Requirements

• Bachelor’s degree in a related field or equivalent work experience
• 3–5+ years of experience in professional services, consulting, solutions engineering, or technical support within SaaS environments
• 2+ years of experience working directly with customers in a technical capacity
• Demonstrated ability to independently own problems from discovery through resolution and process improvement
• Experience with troubleshooting methodologies, technical problem solving, and customer issue resolution
• Familiarity with tools such as Claude, Microsoft Copilot, ChatGPT/OpenAI, or similar AI technologies

🏖️ Benefits

• Competitive compensation that reflects employees’ skills and contributions
• Comprehensive health insurance plans
• Remote-first with flexible working hours
• 15 observed days off in addition to PTO
• Paid parental leave
• Traditional and Roth 401(k) savings options with company match

Skills & Technologies

Python

JavaScript

Remote

Degree Required

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TeamDynamix LLC

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About TeamDynamix LLC

TeamDynamix provides cloud-based IT service management and project portfolio management software for higher education, K-12, state and local government, and healthcare organizations. Its platform combines ticketing, asset management, change control, and workflow automation with low-code development tools, enabling institutions to unify service delivery, reduce manual effort, and surface analytics across IT, facilities, HR, and student services. Founded in 2001, the company focuses on configurable, user-friendly solutions that integrate with enterprise systems such as Active Directory, Azure, and major SIS and ERP platforms.

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