Technical Account Manager

4 days ago

Kent, United States Softworld, a Kelly Company Full time

Technical Account Manager

Location: Kent, WA

Duration: 12 months + (possible conversion)



Softworld, a Kelly Company, is currently recruiting for a Technical Account Manager to work on-site in Kent, WA providing support for our clients enterprise software. The ideal candidate will be a customer-facing technical support expert with over two years of experience working with enterprise-level customers. They should possess advanced skills in Microsoft Windows OS, networking, Active Directory, SaaS, cloud solutions, and virtualization. The candidate must have excellent interpersonal and problem-solving skills, be detail-oriented, and capable of managing technical projects and customer relationships effectively. Experience with law enforcement software systems, such as Computer Aided Dispatch (CAD) and Records Management Systems (RMS), as well as relevant certifications (CCNA, CompTIA Network+, MCSA: Windows Server), are highly preferred.



Your Day to Day:

Your goal is to provide excellent customer service and technical support daily to train, support, and ensure our customers understand our software and ensure their expectations are exceeded.

Collaborate daily with both external customers and internal employees for smooth resolution issues.

Maintain high availability and will assist customers if any issues occur outside of normal business hours.

Document any processes or issues, providing feedback or suggestions to the internal team for improvements.

Manage any requested projects or assignments involving your customers, acting as liaison between company and the customer.

Work with the law enforcement agency through change management processes to effectively adopt our software.

Spend 5 days on site per week with customers resolving issues & answering questions related to our mission critical products.



Skills Required:

2+ years in a customer facing/technical support (troubleshooting) role.

2+ years of experience working with Major City or Enterprise-level customers.

Strong and proven track record of successfully managing customer relationships and technical projects.

Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory

Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage

Experience with Reverse Engineering, searching logs and root cause analysis.

Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies

Basic knowledge of computer hardware, operating systems, and storage devices

Unmatched analytical, strategic and creative problem-solving skills

Excellent interpersonal skills with strong written and verbal communication

Ability to effectively communicate with various people including customers, colleagues, and across departments.

Detail oriented with excellent organizational and time management skills.

Must have intellectual curiosity, humility, accountability, and positive approach.



Skills Preferred

Experience using Splunk, JIRA, and/or Salesforce.

Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA

Network+, etc.

System Administration certifications, such as but not limited to: MCSA: Windows Server, CompTIA Server+, etc.

Experience working closely with a sales and support team.

Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD),

Records Management Systems (RMS)

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