Technical Account Coordinator

1 week ago


Owings Mills, Maryland, United States Integris Full time
Job Description

At Integris, we're seeking a skilled Technical Account Coordinator to manage and support the technical and service needs of our clients. This role involves coordinating with various teams to deliver technical solutions, resolving technical issues, and ensuring client satisfaction through exceptional customer service.

Key Responsibilities:

  • Serve as the primary technical and service point of contact for clients.
  • Understand clients' technical and service needs and provide appropriate solutions.
  • Coordinate with internal teams (sales, engineering, support) to deliver technical solutions and services.
  • Manage and resolve technical issues for assigned accounts.
  • Provide technical training, advice, and support to clients.
  • Maintain a deep understanding of the company's products and services.
  • Create and update technical documentation and account plans.
  • Conduct regular technical and service reviews with clients to ensure satisfaction.
  • Assist with preparation for Strategic Business Reviews (SBRs) by creating and preparing reports.
  • Ensure clients receive accurate and timely quotes for products and services.
  • Monitor client agreements and ensure they are professionally designed and implemented.
  • Address client requests within SLA targets.
  • Document and track work in real-time using ConnectWise.
  • Meet assigned metrics and KPIs.

Requirements:

  • Bachelor's degree in Computer Science, IT, or a related field.
  • Relevant certifications in IT or customer service are a plus.
  • Proven experience in a technical support or account management role.
  • Experience in IT/MSP environments preferred.
  • Basic understanding of computer hardware, software, network concepts, and cloud computing (Microsoft Azure, Microsoft 365).
  • Proficiency in CRM software and Microsoft Office Suite.

We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401K retirement plan, and paid time off. Join us in shaping the future of IT services while making a positive impact on our clients and communities.



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