Technical Account Manager
About The Position
At Tech-Keys, we're on the lookout for a passionate Technical Account Manager to become part of our team and join in our revolution of the client experience alongside our dedicated service teams. As a Technical Account Manager, you’ll play a pivotal role in our clients’ satisfaction, leading the charge by ensuring seamless communication and top-tier service delivery across our diverse client base.
Requirements
- Embody Tech-Keys' core dedication to delivering unparalleled customer satisfaction through exceptional interpersonal skills, excelling in phone conversations, written communication, and commitment to providing a top-tier client experience.
- Readiness to tackle time-sensitive matters outside of standard hours with dedication and commitment.
- Ability to operate under pressure and manage stressful situations with a composed, collected approach.
- 2 years of practical experience with and a strong understanding of a variety of enterprise IT technologies, such as networking, SonicWalls, Azure, on-premises servers, Microsoft 365, ticketing systems, RMM tools, and documentation systems.
- Exhibit meticulous attention to detail ensuring thorough and comprehensive work.
- Ability to be self-motivated and have a diligent work ethic in a fast-paced and dynamic environment, displaying multitasking capabilities with a proactive, leadership-driven approach.
- Showcase the ability to quickly absorb information and learn on the go with the passion and drive for independent problem-solving, and a track record of reducing issue escalations.
- Experienced with ConnectWise suite? That’s a plus!
Expected Outcomes
- Take the helm as the go-to contact for clients, tackling service-related challenges, prioritizing escalations, and spearheading requests that are outside the standard support scope.
- Be the engine behind resolving service requests by efficiently maintaining a smooth flow of support interactions and exceeding expectations.
- Collaborate and synergize with Support, Solution Design, and Projects to align efforts, craft innovative proactive strategies, and develop comprehensive roadmaps to ensure clients' needs are not just met but exceeded.
- Engage regularly with clients with both scheduled and spontaneous interactions to elevate and enhance the client experience with an attentive touch.
- Tackle issues efficiently and head-on to address inquiries regarding procurement, billing, services, and feedback ensuring swift, smooth, and effective resolutions.
- Keep your finger on the pulse, remain well versed in client-specific knowledge, both technical and operational, and ensure documentation remains current and accurate.
- Personally invest in and take accountability for the quality of work carried out for the client portfolio.
- Adhere to and consistently uphold all company policies and best practices.
Compensation & Benefits
- $60k - $90k, depending on experience
- Health, Dental, Vision & other additional benefits
- 401K (With 3% Match) eligible after 90 Days
- Generous PTO
Interview Process
- Apply to the position, upload your resume, and answer the questions in the application.
- Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview.
- Upon reviewing the video interview, we'll email you asking to setup an in-person interview.
- After the interview we will email you asking for references.
- We will call you letting you know our decision and discuss compensation.
- At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!