Technical Account Mgr

Job Duties and ResponsibilitiesCollection, analysis, and change recommendations of configuration informationCollection and analysis of customer network informationCollection and analysis of packet trace informationRecommend actions based on analysisCustomer education, deliver knowledge transfer like webinars or workshopsSoftware recommendation, conduct bug scrubs reportsUpgrade testing, perform tests in a lab environment to upgrade customer devices and provide a reportDevelop best practice deployment and troubleshooting methodology documentationFollow up on technical cases and manage expectations until case closureConduct weekly status conference calls with customers to report the status of open issues and projectsConduct quarterly reports for managed accountsWork closely and provide direct technical email and phone support to customers in the LATAM RegionAnalyze support requests and complete requests for information and documentationExercise independent judgment in methods, techniques, and evaluation criteria for obtaining resultsJob SkillsMinimum of five years of relevant professional experience, preferably in the network industryStrong network security and routing experienceExceptional customer service orientation and strong communication skillsCCNA, CCNP, CCIE, and/or CISSP certifications are a plusProficient with MS Word, PowerPoint, and ExcelScripting and Windows server application experienceWillingness to travelAdvanced English proficiency#J-18808-Ljbffr