Job Title: Production Technical Support Engineer (Account Service Management) Location: 100% Remote
Type: Full Time/W2 with Infinite Computer Solutions
Job Overview:
Proactively manage the technical support relationship between clients and the internal Client s teams for Client s supplied Enterprise wide digital banking software application. TAMs are part relationship manager/customer advocate, part technical support engineer and part project manager for a defined group of post implementation customer accounts. TAMs represent Client s to our clients, and our clients to Client s; thus creating a feedback loop helping build the best of breed solutions. The best part of the job is being part of a tight-knit, dynamic and client-focus team dedicated to driving cutting-edge solutions.
Essential Job Responsibilities:
Account Management as it pertains to production technical support relationship
Incident and general issue management including hands on technical support activities where appropriate
Overall client support case management using lightweight Project Management methodologies and various reporting tools
Coordination of technical resources to resolve complex problems and provide answers to detailed customer configuration questions, with the assistance of an extended team of supporting players
Drives customer satisfaction by proactively managing and delivering technical information online, over the phone and occasionally on-site
Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships
Understand short and long-term customer goals and objectives as they relate to Client s
Drive issue resolution using standard process/procedures in coordination with supporting resources
Provide single point of contact for customer support issues
Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
Develop highly effective relationships across all internal departments
Establish and document each customer's processes, procedures, customizations and configurations
Proactively manage, measure and track customer support cases to ensure their timely resolution
Provide timely status updates, root-cause analysis and resolution strategies
Recognize and resolve systemic issues to prevent them from repeating
Document, track, and support compliance with Service Level Agreements
Ensure support case data is accurate and regularly updated (statuses, owners, other data elements)
Regularly meet with the customer Account Executive, Professional Services Executive and other key client relationship stakeholders to triangulate on immediate and long-term customer needs
Periodically perform on-call duties for Severity 1 and 2 Incident Management
Performs other duties as required
Required Qualifications:
Education:
- A Bachelor s Degree in Computer Science or related field is preferred.
- Relevant career experience will be considered favorably.
Job Related Experience:
4+ years experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications
Strong customer service and Enterprise technical support abilities
Strong analytical and problem solving skills
High level of professionalism
Ability to multi-task
Strong attention to detail
Self-motivated
Proficient in MS Office Applications (Word, Excel, PowerPoint)
Experience in case management and reporting using one or more CRM system(s) (Remedy, Salesforce etc.)
Proven ability to write concise business communications.
Additional Skills/Knowledge:
Project Management:
- Understand, prioritize, and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site
Never miss an opportunity! Create an alert based on the job you applied for.
