Technical Account Manager

À propos de l’offre d’emploi

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 24 years.

We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 4 000 top level experts, all of them regular people with their own talents and hobbies.

Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving.

Technical Account Manager (TAM) is a support contact for MSA Enterprise Customers. The TAM is responsible for the relationship and escalation management with corporate customers at the technical level, control of observance of service agreement obligations with respect to the quality of services, and has to ensure best-in-class communications between MSA customers and KL Technical Support in order to avoid and/or resolve technical issues. He coaches more junior staff with experience, knowledge and dedication.

TAM is an IT professional and systems analyst who works independently to resolve technical issues with Kaspersky software using troubleshooting and problem-solving skill sets.

TAM makes decisions that directly affect the customer’s business and in turn, reflects on the KL brand reputation, as well as, the customer’s decision on renewing the software and premium support contract.

Main responsibilities:

• Manage requests of MSA customers to ensure efficient resolution of issues by collaborating with Support Experts and Support Management;
• Consult customers on technical issues with corporate products;
• Principally responsible for the customer satisfaction with our support offerings with an emphasis on continued product/service usage;
• Serve as an advocate on behalf of customers for issues requiring fixes or feature requests;
• Follow all documented processes to ensure visibility or the customers’ issues or request within the organization;
• Leverage and involve all necessary resources according to the severity of the issues or topics;
• Professionally maintain efficient and effective communication between customers, Experts and local Management;
• Plan and conduct regular onsite visits to MSA Enterprise customers;
• Provide customers with reports on work carried out and/or host a conference call to review past or current technical or support issues;
• Ensure compliance with Maintenance Service Agreements as contractually documented;
• Act as a Presales Engineer on request and regularly attend meetings/calls with sales/up-sell/cross-sell character;
• Deliver paid professional services to customers on request;

Requirements:

• Completed degree or professional education in Information Technology, Information Systems or Computer Science field and/or the following industry certifications or similar/equivalent:
• CompTIA N+
• CompTIA Security+
• CompTIA Server+
• MCP: Windows Server 2008+ and Windows 7+

Experience:

• At least 3 years’ experience in customer service or technical support;
• Experience in IT Service Management, Customer Relationship Management, Contract Management;

Required Communication Skills:

• Professional level phone communication skills;
• professional written and verbal communication skills;
• Advanced intrapersonal skills;
• Advanced negotiation skills.