Account Services Coordinator

Description

Looking to join a company with an amazing culture, a higher purpose, that puts people before profit? Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software.

We make work fun with things like company team-building events, complimentary food and drinks in the lounge, and a flexible atmosphere that allows creativity to thrive. We are big on promoting from within and opportunities to move up in the company are everywhere for high-performers that want to take their careers to the next level.

The iXsystems Support Team is committed to ensuring our customers are thrilled with their experience using iXsystems storage platforms and servers by providing highly informed customer service and support. Our Deployment Specialists are highly-trained enterprise storage experts who leverage critical infrastructure experience and knowledge to seamlessly integrate TrueNAS into a customer environment–providing our clients with an unparalleled, industry-leading, white-glove deployment experience. 

This is an in-office role based out of our Maryville, TN office. 

Base Pay Range

The base pay range of this position is $23.00 to  $28.00 USD per hour.

Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment. 

iXsystems offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

Why join iXsystems?

Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software. Relied upon by millions in over 200 countries, TrueNAS is an award-winning universal data platform used by a majority of Fortune 500 companies. 

At iX, we think people before profit. We provide an ultra-collaborative environment to our employees and open source communities so we can maintain being the world’s most deployed storage software and pursue kaizen. 

(In office) We make work fun with things like company team-building events, complimentary food and drinks in the lounge, and a flexible atmosphere that allows creativity to thrive. We are big on promoting from within and opportunities to move up in the company are everywhere for high-performers that want to take their careers to the next level.

(Remote) From your home office, iXians across the globe collaborate in real-time to deliver the best customer experience possible. Light on meetings, our agile stand-up environment helps all employees develop relationships and better deliver outcomes. We live our values every day, striving to be inclusive, and building a worldwide community that believes people come first.

The Day-to-Day

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

Service Coordination:

• Act as the primary point of contact for clients, managing inquiries, requests, updates, and scheduling.
• Maintain awareness of large,  priority, and marquee client projects and route communications appropriately to relevant team members.
• Coordinate service appointments and allocate resources, including field technicians, as needed.
• Ensure all Professional Service inquiries are handled efficiently and meet client expectations.

System Upgrades and Warranty Renewals:

• Collaborate with clients to facilitate upgrade plans that align with their business goals.
• Coordinate with clients to execute system upgrades while minimizing impact on client operations.
• Manage warranty renewal processes, ensuring hardware is covered under appropriate service agreements.

Client Communication:

• Maintain effective and professional communication with a wide variety of clients for professional service engagements. 
• Provide timely updates on the status of hardware, warranty, and upgrade initiatives.
• Act as a trusted advisor by providing documentation, information, or liaison to an escalated member of the team. 

Client Satisfaction:

• Continuously assess client satisfaction and collect feedback to enhance service quality.
• Strive to exceed client expectations and build long-lasting relationships.

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at iXSystems. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

• Associate’s Degree or higher in Communications, Information Technology, Information Systems or related field or equivalent experience.
• 1 or more years of experience providing support for information technologies to enterprise clients 
• Proven ability to provide professional and cordial support to a wide variety of clients
• Familiarity with data storage fundamentals
• Industry-relevant certifications (VMware, Cisco, Microsoft, CompTIA, LPI, etc.) are a plus
• A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above.

• Professional, cordial, informed, and confident verbal and written interpersonal communication (English language required). 
• Strong organizational and time-management skills.
• Demonstrated success in a client-facing support role serving enterprise clients.
• Experience with data storage hardware and software.
• Proficiency in using customer relationship management (CRM) and scheduling software.
• Empathy and the ability to understand and address client needs and concerns.
• Passion for open-source technology.

Equal Employment Opportunity:

iXsystems, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $23 - $28