Job details
Job type full-time
Full job description
Job description
The vip technical account manager is an experienced networking/voip professional in our dynamic, highly technical support position at logmeinThey are a key team member supporting our vip customersTechnical account managers help customers get the most from our offered platforms by verifying and improving unity between our product`s platform and their enterprise networkThey will take inbound calls and email cases from our vip customers, escalations from other agents, and work with our development team to ensure the best experience for our amazing customers.
This is an excellent opportunity for a high-energy, driven, and technically creative individual interested in adding value, learning, and growing with the organizationYou will be responsible for overseeing and addressing our customers` technical needsProviding the highest level of support for our other agents Investigating, logging, submitting, and resolving platform-related bugs and issuesThis involves frequent context switching between customer-friendly direct communication, more technical customer-facing staff, as well as complex and dense technical conversations with engineeringThis means you will both need to be a clear and effective communicator but also requires `translating` for your current audience.
Responsibilities:
Provide advanced customer support for escalations and vip customers
Participate in a rotating 24/7 on-call support model that runs from monday to sundayThis includes weekends, holidays, and outside regular business hours that you must be available to answer calls & respond to emails from our vips to meet our sla commitments(compensation for on-call rotation)
Apply an in-depth and thorough knowledge of the technical aspects of logmein ucc, rsg, and other saas products to differentiate bugs/defects from product requests and customer configuration issues.
Assist in troubleshooting multi-site network environments with various systems, switches, firewalls, routers, and analog paging systems
Deciphering logs in kibana and splunk for asterisk sip response codes, custom platform services, and webrtc.
Supporting customer implementations that utilize our apis
Regularly triage incoming issues to identify patterns/trends and notify the appropriate team of potential large-scale issues
Coordinate with development teams to ensure effective resolution of customer escalations, feature requests, and product-related issues
Work with public switched telephone network (pstn) providers for up/downstream quality
Take escalations from other departments and company executives for support-related issues.
Document support tickets for all customer interactions and inquiries
Accountability to individual and team-oriented kpis and slas that drive customer satisfaction and demonstrate the value of vip support
Function as a liaison between product/engineering teams and customer-facing teams to `translate` and speak in appropriate terms based on audience
Skills/qualifications:
2-4 years of experience in it networking or other technical positions
1-3 years of level 2 call center experience
Solid understanding of mobile platforms and all os platforms
Proven experience in troubleshooting production networks
Language support, primary english
Knowledge of voip and sip call flow
Review open incidents, problems, and enhancement requests, communicating to the responsible teams to ensure necessary visibility, priority, and outcomes
Exceptional communication skills written and oral on an individual and group level
Must be willing to participate in a 24/7 on-call rotation, including nights, weekends, and holidays(compensation for on-call rotation)
Passion for problem-solving and learning new technologies
Proven ability to prioritize and multi-task in a fast-paced environment
Ability to work independently
Demonstrates a broad understanding of:
Email and phone support
Escalation management
Voip and sip flow
Troubleshooting production networks (vlans, dhcp, multicast broadcast domains, dns, routing acl`s, routing protocols, and firewall rules)
Logmein`s ucc, rsg, and identity & access product suites
Salesforce, jira, scrum, and agile concepts
Customer satisfaction kpis; osat, ces, tnps, rnps
Logmein values:
Be real - be authentic and bring your whole self to workBe mindful to create space to celebrate diversity of thought, background, and perspectiveGive back wherever you can.
Think big - play to win and aim highBe inventive to solve our customers` needsDon`t be afraid to try something new.
Move fast - speed over perfectionDisagree but commitMake progress every daySimplify, take action, and own outcomes.
Keep growing - always be curious and learningEmbrace feedback and grow from your mistakesShare your learnings with others.
