Technical Account Manager

ALTRES Staffing is a 37-year old kamaaina company. Headquartered in Honolulu, we offer Hawaii's leading businesses a carefully screened and talented pool of technical, clerical, industrial and medical personnel. We place experienced, pre-screened and pre-qualified employees in temporary, temporary-to-hire, direct-hire, and contract positions throughout the islands.

ALTRES Technical has an established track record in Hawaii as the premier source of qualified Information Technology (IT) and Engineering professionals. By employing a dedicated team of professionals focused on recruiting, identifying, qualifying and categorizing technical personnel, we are able to locate premier candidates possessing a wide array of technical experience and expertise.

We are hiring for the following position, Technical Account Manager, and we would love to hear from you!

National company seeking an experienced account manager to manage a moderate to complex scope of support issues of one or more assigned Premier Enterprise customers by acting as a technical resource to assist the customer in their use, support and implementation of technical solutions. Must be able to understand and identify the customer’s computing needs to ensure customer satisfaction. Must have ability to build and maintain a strong working relationship and manage the accounts effectively. Experience providing technology services in Hawaii is preferred.
REQUIREMENTS


Experience providing technology services in Hawaii is preferred.TECHNICAL SUPPORT - Manage customers’ technical support and support advisory services requests. Own support delivery, problem prevention, and root cause remediation end-to-end for assigned customers. Ensure timely resolution of customer issues by resolving or referring issues to product specialists. Ensure Premier customers receive responses to service requests within response guidelines, as specified per contractual agreements. Manage sensitive and business critical issues impacting either the customer’s business or impacting relationship with the customer.TECHNICAL SERVICES - Act as technical resource to assigned corporate customers, requiring conversational level technical expertise across all Microsoft products and specialized skills in at least one area of technology. Analyze, determine, and manage most effective method of problem resolution and prevention by utilizing applicable internal resources. Act as owner of customer’s operational health with their use of technologies and solutions. Determine, apply, and manage problem prevention and supportability services to reduce and eliminate operational issues and critical situations.ACCOUNT MANAGEMENT - Work with customers to develop and maintain a support service delivery plan. Communicate proactively with customers regarding product and program information, supportability issues, and strategic product plans. Maintain effective working relationships with assigned corporate customers.TECHNICAL KNOWLEDGE - Maintain and expand working knowledge of current and pre-released Microsoft systems and products, their integration and methods of support delivery, their product support lifecycles, and their security risks and remediation. Communicate technical knowledge and recommendations professionally and appropriately to customers.OTHER RESPONSIBILITIES - Establish effective working relationships with clients working through appropriate escalation channels. Share best practices with team members to enhance the quality and efficiency of customer support. May assist in selection of new team members. May participate in individual or team projects to enhance the quality and efficiency of customer support. May help develop or expand support business with assigned or potential customers.Qualifications Recommended: The ideal candidate will have a four year degree (C.S./E.E. degree preferred) and 5+ years of demonstrated corporate MIS experience or an equivalent combination of education and experience. The candidate must have demonstrated knowledge of programming and IT concepts and technical competence in 2 of the following areas: Microsoft desktop operating systems, networking architecture, Microsoft desktop applications, messaging architecture, and/or database architecture. Candidates must have excellent organization, communication, project management, negotiation and problem solving skills. Proven understanding of corporate account business needs and knowledge of support industry. MCSE and previous account management experience preferred. Occasional travel may be required.

Benefits

We offer employer-paid health insurance, paid vacation, paid holidays, and bonus and referral programs to all qualified employees. There are also a variety of lifestyle benefits available such as group auto insurance, 401k retirement savings plan (with matching!), payroll deducted IRAs and theme park and movie discounts.