**_ Responsibilities: _**
- Ensure high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
- Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
- Provide software service, pre
- sales, post-sales or service delivery support.
- For Mission Critical Customers, provide proactive and some reactive services.
- Monitor operation performance and work on corrective action plans (if needed).
- Provide input about Customers business and industry trend information into Account Support Plan.
- Mentor /Coach new hires on work process and procedures.
- Responsible for account growth and retention.
**_ Education and Experience Required: _**
- Minimum Vocational/Diploma/ Associate Degree (technical field) with 6+ years of working experience in related fields or Degree holder with 4-6 years relevant working experience.
- Experience with support of full range of company products in Customer base.
- Proactive account management experience must meet HA/MCS qualifications.
**_ Knowledge and Skills: _**
- Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
- Thorough knowledge of administrative or technical.
- Demonstrate state-of-the-art technical, functional or business knowledge.
- Recognized as an expert in one or more industry or advanced specialty areas.
- Demonstrated strong knowledge of O/S, UNIX, and networking.
- Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments.
- Demonstrate excellent communication, and presentation skills, with both verbal and written presentation.
- Prevent unplanned outages or data loss by proactively escalating issues.
- Superior Customer relationship building skills that help move from transactional relationship to long-term relationship activities with Customer.
- Ability to perform while under extremely high
- pressure situations.
- Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
- Secure ITIL knowledgecertification with the ability to communicate business and IT alignment value.
- Provides leadership and coaching to Field Technical Support Representatives.
- Develop basic knowledge of change management process and tools.
