What are the responsibilities and job description for the Technical Account Manager position at ALLO Communications?
At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.
The Technical Account Manager have specialized in multiple technology disciplines but will also be versed in other IT service delivery technologies. The TAM performs testing, analysis, and restoration of failed production services to customers and users. A primary function of this position is to monitor and sustain the SLA's (Service Level Agreements) as well as the growth and capacity planning aspects for managed service customers. Develop and maintain strong client relationships.
Typical pay for this role is $50,000-$70,000 annually depending on experience.
Responsibilities Include :
- Manage and mentor Help Desk and Help Desk Technicians (Tier 1 and Tier 2 support).
- Performs Tier 1, 2 and 3 support for Managed Services Customers - quickly discerns and prioritizes all incoming requests and tickets.
- Design, configure and implementation of network infrastructure for small to medium size businesses.
- Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions.
- Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
- Responsible for following up on all open and / or overdue tickets, assuring a resolution in a timely manner.
- Maintains information within a knowledge-based computer system. Includes data entry of commonly reported problems, questions and known resolutions and troubleshooting steps.
- Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
- Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
- Completes excellent and proficient documentation in ticket system and follows processes in ITGlue, SharePoint and other forms of corporate product documentation systems.
- Responds to text, phone calls, e-mails, team messaging, team meetings and any other form of communication within the company's system in an efficient and timely manner without delay.
Required skills :
Education and Experience Requirements :
People are our passion. At ALLO, we don't treat you like a number. You're a human being.
Get ready to plug into the perks at ALLO :
ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.
Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com.
ALLO is a Drug Free and Tobacco Free Workplace.
Salary : $50,000 - $70,000
