Job Description
We are seeking a seasoned Technical Account Manager to join our Advanced Support team in APAC. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer service.
Key Responsibilities
* Serve as the primary technical advisor for key clients in the post-sales area, ensuring their success and satisfaction with our products and services.
* Foster and maintain robust relationships with assigned clients, acting as their trusted technical advisor and primary resource for technical issues and inquiries.
Technical Support:
* Deliver expert technical support and troubleshooting for assigned clients, offering guidance on product usage, integration, and best practices.
* Take proactive ownership of customer incidents, driving timely and effective resolutions. Manage communications and set expectations with customers throughout the resolution process, ensuring clarity and satisfaction until case closure.
Proactive Account Management:
* Implement and oversee various proactive measures to maintain a stable and reliable customer network, ensuring consistent performance and minimizing disruptions.
* Provide clients with strategic recommendations based on their usage patterns and industry trends to help them achieve their long-term goals.
Escalation Management:
* Act as an escalation point for critical technical issues and drive critical incident management by collaborating with internal teams to ensure timely and effective resolution.
Feedback Loop:
* Gather customer feedback and insights to help drive product improvements and inform internal teams of customer needs and expectations.
Required Skills and Qualifications:
* Bachelor's degree in computer science, engineering, or a related technical field (or equivalent experience).
* 6+ years of experience in a technical support, account management, or similar client-facing role.
* Strong understanding of data networking protocols (TCP/IP, etc), Network Security technologies (Firewall, VPN, Authentication, UTM, etc), Routing and Switching with the ability to troubleshoot and resolve complex technical issues.
Benefits:
We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development.
Why Join Us?
We are committed to providing a supportive and inclusive work environment that encourages collaboration, innovation, and continuous learning. We strive to make a positive impact on our customers, partners, and communities we serve.