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Technical Account Manager at Cogeco Peer 1 (Atlanta, GA)

The Technical Account Manager serves as the customer escalation point for our Premier account base. They are the champion during crisis situations. Handles direct customer inquiries and performs system administration duties and is responsible for working ticket queues. They are the technical expert within Cogeco Peer 1 for their named customers, working in the best interests of the customer and their business needs.
This position requires a willingness to dream big and measure yourself against the best. Not just technologically, but in all that you do. Be prepared for a career that doesnt feel like work no matter how long and hard you work.
Essential Functions
  • Provide expert consultation on their solution and make recommendations for improvement so that it better meets their business requirements
  • Enables our BAU support teams (service desk, NOC, DBAs etc..) to respond appropriately to individual customer issues through runbooks, monitoring, and other solution documentation
  • Have a close relationship with the technical representatives in the customers organization and have credibility with the IT Director
  • Support Account Manager and Customer Experience Manager to deliver a great Customer Experience for your named customers
  • Performs administration of Windows based machines
  • Performs functions such as re-boot/shutdown a machine, add and remove user accounts, application support, use backup programs and verify disk integrity, maintain system database files (groups, hosts, aliases)
  • Troubleshoots or crisis-manages customer issues
  • Handles incoming calls and trouble tickets from customers
  • Performs problem diagnosis and resolution
  • Conducts proactive analysis and offers optimization recommendations
  • Ensures high customer satisfaction during the installation and support process
Strategic duties
  • To keep current with new and developing technologies, suggesting ideas where the company can support new services and / or optimization.
  • Work within SLAs and drive to get these down, providing world class services to clients
  • Strive, wherever possible, to prevent issues.
Company Duties
  • Live
    • by and promote the core values within the company
    • Respect
    • Trust
    • Commitment to Service
    • Innovation
    • Team Work
  • Undertake any other duties that may be required from you from time to time.
What You Will Bring To The Team
Attitude & Commitment
  • A strong customer/client focus, with the ability to manage expectations appropriately, to provide a superior customer/client experience and build long-term relationships
  • An ability to build relationships at all levels with a willingness to work with members or groups to achieve common goals
  • A polished professional demeanor with excellent organization and follow-up skills
The Ideal Candidate Will Have
Experience & Education
  • Ability to configure all components of Windows Operating Systems.
  • Knowledge of Windows commands/utilities including but not limited to FTP, telnet, ssh, SMTP, POP, IMAP.
  • Familiarity with most basic system administration tools and processes.
  • Working knowledge of common TCP/IP protocols such as NFS, DNS, SNMP, telnet, ssh, ftp, smtp.
  • Ability to troubleshoot complex problems for common TCP/IP protocols such as NFS, DNS, SNMP, telnet, ssh, ftp, smtp.
  • Ability to troubleshoot complex application-level problems independently.
  • Ability to work effectively with internal departmental members and peers from other departments.
  • Must demonstrate the capacity and desire for continued, independent learning.
Youll make the A list if
  • You have the ability to recommend appropriate technical or non-technical solutions to address business problems
  • You have strong written and verbal communication skills.
  • You can understand technical details and facilitate communication between business and technical resources.
  • You have demonstrated the ability to successfully handle multiple project assignments and support multiple applications.
  • You enjoy and have the proven ability to thrive in a fast-paced dynamic environment.
The Technical Account Manager may be required to travel occasionally domestically.
Physical Demands
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and talk and hear. The employee frequently is required to walk and sit. The employee is occasionally required to stand, reach with hands or arms, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. The employee must have visual ability to read, from paper or a computer monitor, and to discern color.
by via developer jobs - Stack Overflow

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