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Technical Account Manager

3 months ago

Cincinnati, Ohio, United States Softworld, Inc. MSP Fulfillment Full time

Job Title: Technical Account Manager

Job Location: Cincinnati Ohio 45221

Onsite Requirements:

SQL

power bi

Microsoft SSR

Job Description:

Daily Job Functions:

Your goal is to provide excellent technical support for SaaS products daily to the end users, making sure their expectations are exceeded

You collaborate daily with both external customers and internal employees for smooth resolution to issues

You have high availability and will assist customers if any issues occur outside of normal business hours

You document any processes or issues, and provide feedback or suggestions to the internal team for improvements

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

Work with the agency through change management processes to effectively adopt company's software

Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI

Troubleshoot agency issues and work with engineering and product teams through resolution

Spend up to 4 days on site per week with customers resolving issues & answering questions related to client's mission critical products

What You Bring:

Bachelor's degree in business administration or related field OR 4+ yrs of relative experience

Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights

Experience building views, writing & optimizing queries, and creating reports in SQL Server

Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role

Ability to do reverse engineering, searching logs and root cause analysis

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

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

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

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

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

Experience using Splunk, JIRA, and/or Salesforce is preferred

Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus

Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information