Technical Account Manager Job at CHR Solutions
Position Summary
The Technical Account Manager (TAM) is the technical support liaison between an existing CHR Solutions Software client(s) (ACS) and the CHR Solutions Software and Managed Services operational departments. The TAM will manage the client’s issues by being the primary point of contact and/or incident owner for all software related issues/questions/enhancements, and provide assistance on any client affecting projects. This position requires in-depth industry and product knowledge. Incumbent will act as an extension of the Client Support/Services organization to achieve issue resolution and client satisfaction. This position will work the core hours of ACS.
Essential Functions
- Provide technical support and leadership to clients and support teams (researching issues, recreating issues, communication with development, assisting with any client contact as needed).
- Manage all client issues by being the primary point of contact or ticket owner while recording and tracking client support calls and web submitted Incidents within CHR Solutions Incident Management Tools.
- Provide hands-on and technical leadership in managing medium to large projects.
- Plan, develop, and present CHR BSS/OSS applications, systems, and technology training sessions for clients and staff.
- Communicate Industry best practices related to the use of CHR Solutions BSS/OSS software.
- Ensure that the Change Control Process is being followed for implementation of changes and upgrades on client test and production environments.
- Assess and identify client software needs and proactively seek solutions to help customers use CHR Solutions applications.
- Assist with testing changes following data changes or system configuration changes.
Education and Experience Requirements
Education
Bachelor degree in Computer Science, Management Information Systems, Information Systems, or Business Administration; or technical degree in related field.
- Equivalent combination of education and experience accepted.
Experience
- Five or more years of proven industry experience including experience in software support management.
- Strong overall knowledge of CHR Solutions software products from a usability and infrastructure perspective is preferred.
- Good verbal and written communication skills.
- Previous experience with software implementations.
- Two or more years of professional client management experience in the telecom industry with proven track record of success.
- Two or more years of project management experience in the telecom industry.
- Familiarity with ILEC, Business to Business, CLEC and/or wireless communications markets.
#LI-REMOTE
CHR Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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