Job Title : Technical Account Manager
Job Location : Cincinnati Ohio 45221
Onsite Requirements :
- 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
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