Technical Account Manager- Lafayette, LA

Job Title : Technical Account Manager

Job Location : Lafayette Louisiana 70503

Onsite Requirements :

• Understanding of SAAS,
• technical troubleshooting / end user support,
• Project management / Vendor communications

Job Description : Your Day to Day :

Your Day to Day :

• Your goal is to provide excellent customer service and technical support daily to train, support, and ensure our customers understand our software and ensure their expectations are exceeded.
• Collaborate daily with both external customers and internal employees for smooth resolution issues.
• Maintain high availability and will assist customers if any issues occur outside of normal business hours.
• Document any processes or issues, providing feedback or suggestions to the internal team for improvements.
• Manage any requested projects or assignments involving your customers, acting as liaison between company and the customer.
• Work with the law enforcement agency through change management processes to effectively adopt our software.
• Spend 5 days on site per week with customers resolving issues & answering questions related to our mission critical products.

Skills Required :

• 2+ years in a customer facing / technical support (troubleshooting) role.
• 2+ years of experience working with Major City or Enterprise-level customers.
• Strong and proven track record of successfully managing customer relationships and technical projects.
• Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
• Understanding of SAAS, Cloud providers / solutions, Virtualization, Storage
• Experience with Reverse Engineering, searching logs and root cause analysis.
• Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
• Basic knowledge of computer hardware, operating systems, and storage devices
• Unmatched analytical, strategic and creative problem-solving skills
• Excellent interpersonal skills with strong written and verbal communication
• Ability to effectively communicate with various people including customers, colleagues, and across departments.
• Detail oriented with excellent organizational and time management skills.
• Must have intellectual curiosity, humility, accountability, and positive approach.

Skills Preferred :

• Experience using Splunk, JIRA, and / or Salesforce.
• Network and telecommunication-specific professional certifications, such as but not limited to : CCNA, CompTIA
• Network+, etc.
• System Administration certifications, such as but not limited to : MCSA : Windows Server, CompTIA Server+, etc.
• Experience working closely with a sales and support team.
• Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD),
• Records Management Systems (RMS).

3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.