Technical Account Mgr
hace 2 semanas
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 webinars or workshops
- Software recommendation, conduct bug scrubs reports
- Upgrade testing, on a lab environment perform tests to upgrade customer devices and provide a report
- Develop best practice deployment and troubleshooting methodology documentation
- Follow up technical cases and manage the right expectations until the closure of the cases
- Conduct weekly status conference calls with customers to report the 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 requests, 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 experience
- Exceptional customer service orientation and strong communication 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
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