• Customer Care Sr. Advisor

    Location UK-Remote | IE-Remote
    Job ID
    2018-3723
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    The Customer Care Sr. Advisor (Technical Account Manager) provides personalized support services and acts as the primary liaison, to assigned customers, for the management of technical support issues on Quest products. Works closely with customers, build relationships with key customer stakeholders and helps them meet their product needs and objectives. Takes a leadership role in driving technical support issues within the Quest organization with timely responses and complete resolutions.

    Responsibilities

    • Primary contact for personalized management of technical support issues, for a given set of customers, providing timely installation, configuration, and troubleshooting assistance.
    • Escalation Management for Service Requests associated with assigned Premier Accounts.
    • Effectively communicate and interact with other departments, such as Support, Development, Product Management, Sales, and Renewals as necessary to help resolve customer issues.
    • Responsible for knowing the customer’s environment, use of the Quest product or set of products, maintaining the customer’s site profile and notifying others of planned account activity.
    • Provides customers with information pertaining to upgrades, patches, and other technical information as it becomes available.
    • Manages regular calls and case reviews with the customer, including status reports, renewals, and other technical support or services activity.
    • Responsible for setting customer expectations and meeting commitments related to support service delivery.
    • Keep track of key account metrics and strive to provide exceptional customer experience.
    • Take initiatives in identifying growth opportunities
    • Collaborate internally to achieve sustainable growth

    Qualifications

    • 10+ years of relevant experience or equivalent combination of education and work experience.
    • Experience working with technical support delivery teams
    • Experience in managing projects, coordinating with team members, developing plans and setting deadlines.
    • Experience in coordinating and collaborating with diverse teams/roles to identify and achieve common goals within defined timeframes
    • Project management experience with effective prioritizing and documentation skills
    • Ability to multi-task simultaneous issues and/or escalations
    • escalations

    Preferences

    • Undergraduate degree and 6-8 years relevant experience or Graduate degree and 4-6 years relevant experience.
    • Prior Support Account Management or similar experience.

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