About Our Client
Our client is dedicated to making digital transformation accessible to all by providing an affordable, integrated SaaS solution that streamlines business processes. Flexible working arrangements are available for employees, with options to work from the global headquarters or various locations.
About The Role
In this role, you will serve as the primary technical resource for TAM customers in Enterprise accounts. The ideal candidate will be responsible for driving customer success, facilitating technology implementations, and offering a wide range of expertise to analyze and propose changes that enhance effectiveness from the customer's perspective. The candidate must identify and eliminate technical obstacles while supporting the software and the customers throughout various phases. Clear communication of technology and product positioning to both business and technical stakeholders is essential, as is establishing and nurturing strong customer relationships to promote satisfaction.
Responsibilities
- Communicate promptly, concisely, and courteously, delivering high-quality service and leadership in alignment with customer goals and requests
- Collaborate effectively with Professional Services, Systems Integration, Sales, Engineering, Support, Product Management, and Customer Success to ensure seamless project execution and hand-off
- Provide an exceptional customer experience through Premier Support and Master Facilitation, promptly addressing and overcoming technical challenges encountered
- Assist customers in deriving value from purchased products or services, ideally exceeding their expectations
- Monitor recurring technical support inquiries and develop scalable solutions for handling these requests
- Offer technical product expertise and guidance to customers and partners, establishing oneself as a trusted advisor
- Demonstrate strong organizational skills with the ability to manage multiple projects
- Proven experience engaging with professional-level management
- Work cohesively within a team on large-scale deals
- Exhibit a strong capability to independently build client relationships
- Ensure critical details are not overlooked to keep projects on track
- Provide recommendations and guidance for producing high-quality documentation
- Display excellent written and verbal communication skills
Requirements
- 5+ years of experience supporting Enterprise customers
- 5+ years of relevant Microsoft IT desktop support experience
- 5+ years of Network/LAN/System administration experience
- 5+ years of providing technical customer service
- An individual with logical and coding proficiency, a self-starter who can troubleshoot effectively
- Strong understanding of infrastructure knowledge in Azure and/or AWS
- Database experience with MySQL and Microsoft SQL
- Familiarity with VDI technologies such as Citrix, VMware, ESXi, Hyper-V, IGEL & Google Cloud Platform
- An enthusiastic individual who thrives in an entrepreneurial environment with talented, passionate colleagues who create remarkable software
- Ability to strategically navigate people, processes, and technology challenges, aiding customers in realizing the benefits of the solutions
- A strong desire to take ownership of responsibilities and address customer needs
- Skilled in multitasking to meet individual, team, and organizational objectives
- Competence in public speaking, delivering presentations, and overseeing product installations
- Ability to listen, understand, adapt, and articulate:
- Listening to the customer's narrative
- Understanding the challenges faced by the customer
- Adapting communication to propose solutions
- Presenting a comprehensive game plan to the customer
- Knowledge of LANs, VLANs, SaaS, and WANs
- Familiarity with Active Directory & LDAP
- Experience with Idp (Okta, Azure, etc.)
- Knowledge of application deployment using GPO, SCCM, or similar tools
- Proficiency in Microsoft Office Suite, basic HTML, basic scripting, website administration, and IIS
- Mastery of one or more client operating systems, including Microsoft, Apple OS X, Chromebooks, Linux Ubuntu, and RedHat
- Experience with Salesforce, Microsoft Office, and Google Docs is a plus
- An Associate's or Bachelor's degree in Computer Science is preferred
- Willingness to travel up to 20% of the time
Benefits
- Flexible work environment
- Discretionary vacation bonus
- Flexible paid time off
- Paid parental leave
- Competitive salary
- Comprehensive benefits package
- Opportunities for training and advancement
- 401k with company match
- Mental health wellness support
- Financial wellness education
- Company-contributed HSA
- Headquarters perks include gym access, entertainment amenities, and monthly social events
- Additional perks at the Lehi office include gym access and snacks & drinks
• *Note: Remote work is available for this position.**
Location: Anywhere
Posted: Aug. 14, 2024, 8:08 a.m.
Apply Now Company Website