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