Technical Account Mgr

Job duties and responsibilities - Collection, analysis and change recommendations of configuration information - Collection and analysis of customer network information - Collection and analysis of packet trace information - Recommend actions based on analysis - Customer education, deliver knowledge transfer like webinar or workshops - Software recommendation, conduct bug scrubs reports - Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report - Develop best practice deployment and troubleshooting methodology documentation - Follow up technical cases and manage the right expectation until the closure of the cases - Conduct weekly status conference calls with customers to report status of open issues and projects - Conduct quarterly reports for your managed accounts - Work closely and provide direct technical email and phone support to our customers in the LATAM Region - Analysis of support request, completion of requests for information and documentation - Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results Job Skills - Minimum of five years relevant professional experience preferably in the network industry - Strong network security and routing experiences - Exceptional customer service orientation and strong communications skills - Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications - Proficient with MS Word, PowerPoint, and Excel - Scripting and Windows server app experience - Willing to travel - Advanced English level Originally posted on Himalayas