Technical Account Manager

Job DescriptionJob Description

Job Description:

The Technical Account Manager (TAM) is responsible for assessing and aligning technology for our customers. This includes developing and maintaining a deep technical knowledge of the client environment. Further, performing on-site alignment visits and technical alignment assessments are core functions of this role.

Basic Functions:

• Develop and maintain technical knowledge of the client environment.
• Perform alignment visits at client site on a regular frequency
• Perform technical alignment assessments for assigned clients both on-site and remotely
• Perform regular proactive service as a technical lead.
• Be responsible for upholding best practices and reporting recommendations to the vCIO.
• Cut reactive issues by controlling the number of submitted service requests.
• Identify technical risk and see technical issues firsthand.
• Be eyes and ears for the vCIO by mastering the environment and making recommendations.
• Communication with customers: Perform check-in/check-out meetings with technical point of contact when on-site and help navigate open service desk requests, ongoing projects, and recommendations by the Vcio
• Meet with vCIO regularly to discuss client relationships, client health, and open issues
• Complete scheduled reactive tickets as assigned while onsite during alignment visits
• Follow-up with each delivery area after alignment visits and create tickets for any action items
• Update client documentation as needed in IT documentation platform
• Assist with new client onboarding

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS but not required, preferably in computer science, or a related field.
• 3-5 years of IT or related experience.
• A+, Network+, Cisco, Microsoft, and other IT Certifications a plus

Benefits:

• Competitive salary based on experience and qualifications.
• Premier health, vision, and dental benefits
• 401K Retirement Plan
• Mileage Reimbursement
• Full on the job training & support.
• Fun working environment and culture
• Great opportunity for advancement

Company DescriptionShartega IT is a leading managed IT provider in Chicago IL and surrounding areas. Our mission is to provide business with a Complete IT management and support solution, acting as a trusted partner to ensure IT works all the time every time for the company and protect its critical data and customers so they can focus on their core business.Company DescriptionShartega IT is a leading managed IT provider in Chicago IL and surrounding areas. Our mission is to provide business with a Complete IT management and support solution, acting as a trusted partner to ensure IT works all the time every time for the company and protect its critical data and customers so they can focus on their core business.