TL;DR

Enterprise Technical Account Manager: Providing dedicated support to high-value customers, resolving technical issues, and advocating for customer needs. Focus on managing high-MRR accounts, ensuring resolution within SLAs, and collaborating with cross-functional teams to address technical hurdles.

Company

%hirify_global% builds uncomplicated service software that delivers exceptional customer and employee experiences.

What you will do

Take full accountability for reported customer issues, ensuring resolution within defined Service Level Agreements (SLAs).
Diagnose complex problems and engineer effective solutions or workarounds.
Partner with cross-functional internal teams to represent the "voice of the customer" during technical problem-solving.
Follow standard operating procedures to escalate unresolved issues to specialized teams while maintaining customer transparency.
Document technical findings by creating FAQs and Knowledge Base (KB) articles to empower both customers and internal teams.
Maintain high data integrity by preparing accurate, timely reports on issue closure and customer feedback.

Requirements

A minimum of 4 years in a customer support or technical account management role.
Solid understanding of Networking concepts (TCP/IP, DNS, DHCP, VPN, and Firewalls).
Familiarity with multiple Operating Systems (Windows, MacOS, and Linux).
Awareness of ITIL best practices and IT service management frameworks.
Exceptional written and oral communication skills, characterized by clarity and conciseness.
Mandatory availability for rotational shifts, including night shift cycles (typically 6 months to 1 year).

Culture & Benefits

Environment that enables everyone to find their true potential, purpose, and passion.
Welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.
Committed to providing equal opportunity.
Diversity in the workplace creates a more vibrant, richer environment that boosts the goals of employees, communities, and business.