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Technical Support Account Specialist

POSITION DETAILS
The Technical AM serves:

As the trusted point of contact for Our client’s portfolio of customers, beginning from the point of sale, ensuring seamless on-boarding and deployment of Our client devices, guiding customers with Our client’s software and increasing sales revenue.
To proactively engage each customer ensuring that all of Our client’s functionality and offerings is leveraged, maximizing the value of each Our client’s  accounts; provide proactive device monitoring and training when applicable to key customers 
To establish a trusted, advisory relationship, handling the full spectrum of customer relationship, once the sale is made, including keeping the customer informed of all product updates.
As the voice of the customer, to monitor customer requirements and give recommendations to Product Managers. Establish relationships with key customer stakeholders to drive further product adoption.
The daily tasks include: Provide phone and web support for a variety of clients, troubleshoot application Issues, provide Pre and Post-Sales Support for Inside Sales Team, up-sell current client accounts and escalate problems to R&D, Product Manager, Sales etc.
 

THE IDEAL CANDIDATE WILL BE/HAVE:

2-4+ years of direct customer technical support and engagement experience in post-sales or account management functions.
Knowledge and comprehension of systems, with strong technical skills and the ability and desire to guide and assist customers through technical processes and understanding of the client's software and hardware
Team player with the highest level of integrity, great trouble-shooting and multi-tasking skills; the type of person who doesn’t just do a task because its “how it is done” but thinks “how can this be done better”
People person that enjoys customer interaction and getting customers excited about Our client solutions
Ability to problem-solve and communicate software and hardware functionality to both tech-savvy and less tech-capable customer’s
Knowledge of Customer Relationship Management (CRM) preferred

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