4 meilleures offres (senior technical support, burlington, on) (à pourvoir)

Technical Account Manager
Adlib Software —Burlington, ON
- Temps plein
- Informatique
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- Maintenance
- Apprentissage automatique
- Mentorat
- Congés payés
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Technical Account Manager

Adlib Software -
Burlington, ON

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Détails du poste

Temps plein

Profil recherché

Communication avec la clientèle
Systèmes d'exploitation
Informatique
XML
Vente
Visual Basic
C#
Gestion des comptes clés
Techniques de désescalade
Développement des relations avec la clientèle
Démonstrations techniques de produits
Java
Bases de données
SQL
C++
Capacités de présentation
Service à la clientèle
Orientation axée sur le service à la clientèle
Sens de l'organisation
Soutien à la clientèle
Services web
Gestion des comptes
Compétences en communication
PowerShell
Interaction avec les clients
Gestion du temps
Centre d'assistance

Description complète du poste

Who we are

Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

Our new Technical Account Manager is responsible for:

Providing Customer Service and Support for Adlib products to Strategic Partners and Customers.

Our new Technical Account Manager will:

You are the trusted advisor to our internal and external customers (SCs, AEs, RMs, PS, and Product/Dev). Provide product expertise and support services to our key customers. Ability to discuss key feature/functionality and demonstrate new product available in the Sandbox environment.
Identify, diagnose, and resolve advanced customer issues related to configuration and/or use of Adlib products. Track customer communications within Adlib's support tool
Maintain in-depth, current working and conceptual knowledge of Adlib products and how to extend from out of the box to meet the customer’s needs.
Replicate issues, document solutions and Contribute to self-help resources including knowledge base articles
Go beyond reactive support to develop procedures & tools necessary to facilitate monitoring of customer systems to identify problems before they become critical
Proactively communicate with clients and closely follow-up on issues, owning the issue all the way through to resolution. Manage resolution of cases from start to finish in a timely and efficient manner and within accepted service levels
Professionally represent Adlib in all aspects of the role, both internally and externally. Ability to sense increasing sensitivity of issues and escalate accordingly and set and manage expectations.
Partner and collaborate with internal stake holders on customer strategy, customer issues, new opportunities within the customer account, overall customer health etc. AE, RM, TAM to meet regularly on the assigned accounts. Represent Customer Operations at QBR for assigned customer. Prepare and talk to key data such as; NPS, Customer Satisfaction, Customer Health.
Identify new opportunities for sales/services and provide lead information
Provide support during business hours as well as premium support outside of business hours based on client agreements.
Ensure strict adherence to individual customer SLA's per Support Agreements
Perform other tasks as requested by the Manager of Customer Support

Our new Technical Account Manager has:

5+ years of experience as a senior resource in a customer support environment working with both technical resources and senior level management contacts
Customer focused, 'do what it takes' energy level, demonstrates willingness to engage beyond the confines of the task, adapts well to the personality/role/situation
Ability to work in a team environment and individually, with an aptitude for assisting others
Degree/diploma in computer science or equivalent
Excellent verbal and written communication skills including presentation skills, and interpersonal skills, with an ability to communicate effectively with all levels of an organization
Time management and multi-tasking skills
Conflict resolution and the ability to de-escalate tense situations
Advanced organizational skills enabling concise reporting to partners and customers
Strong people management skills and the ability to work well under pressure
Ability to work in a fast paced, dynamic environment with many stakeholders.
Experience in software implementation and configuration
Proven ability to learn new technology and apply/use to resolve our customer’s issues.
Understanding of general programming logic and code execution. Experience with any of the following: VBS, Powershell, .Net. C#, C++, VB or Java.
Experience in Software QA or Software Development environments
In depth technical knowledge of Microsoft Products and Operating Systems including database administration or SQL programming as well as web services.
Experience with PDF technology an asset
Experienced in Xml troubleshooting and validation (DTD)

What's it it for you?

We wholeheartedly believe that maximizing work-life balance is one of the most important paths to high performance. To that end, we have an open-vacation policy and many programs to promote employee wellness. We have massage therapist days, badminton, baseball, fresh fruit in the lunchroom and fitness membership reimbursement.

Adlib is located in Burlington, Ontario and many of our employees also enjoy a minimal commute which allows for maximum family and friends time.

Our Company

Adlib's headquarters are located in Burlington, Ontario. As a company, we care about employee health and wellness and develop programs that align to achieving personal and professional satisfaction. We are also passionate about our community and participate in many local charitable events.

At Adlib we have a number of employee programs and benefits that drive our culture and values including but not limited to:

Wellness/Lifestyle Spending Account
RRSP matching
No limit vacation
Extended maternity and paternity leave
Employee assistance programs, and much more

To learn more about this role please express your interest here or follow us on Twitter, Facebook or LinkedIn for future opportunities.

Adlib seeks to inspire and nurture the human spirit – we understand that each person brings a distinct life experience to the table. Embracing diversity not only enhances our work culture but drives business success. Adlib encourages applications from everybody, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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senior technical support emplois - burlington, on

Technical Account Manager

Sr. Systems Administrator

Sr. Windows System Administrator (Email Server)

Senior IT Application Specialist

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