id: NDk1MDMxMyA3

reference: 4950313

documentId: 4950313

connectionPointId: 7

lastModificationDate: 1551098248310

stillingsbetegnelse: Technical Account Manager

jobbeskrivelse:

Milestone Backline Support is looking for…  

A Technical Account Manager, with the rare mix of top notch troubleshooting and analytical skills with a desire to provide world class Customer Support.   

Be our new colleague  

You’ll join a fast-growing company with big ambitions. Our leading open platform technology, open business model and open company culture has fuelled our company for 20 years and made us a global player in the surveillance industry. If you want to be a part of that and get the opportunity to develop yourself professionally and personally, come join us!   

As a Technical Account Manager we expect you to have knowledge of the following: IP networking, Windows administration and troubleshooting, SQL administration, setup and troubleshooting and familiarity with C# code. 

Any previous experience with Milestone or IP Video surveillance is an added bonus.  

Role and Responsibilities  

In this role you will be responsible for up to five key accounts, where you will be the point of contact for these Customers’ most technically complex, mission critical or politically hot issues, as well as ensuring that all their other less critical issues are expedited to resolution through our standard support channels.   

Some of the things you’ll be working on:  

• Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude  
• Resolve technical issues in complex Video Management Systems by applying advanced troubleshooting techniques and analysis  
• Work with technical support and other Milestone teams (e.g. Development) to manage the Customers’ issues to a speedy resolution, to the satisfaction of partners and end-users, and to agreed SLAs  
• Ensure that all relevant communication, documents and files related to the case are accurately archived in the support system, for a smooth transfer of cases between supporters and teams globally  
• Actively participate in and contribute to managed technical support community efforts, and contribute to other forms of low touch tools and resources to match differing audiences  
• Understand the Customers’ business priorities  
• Conference calls and reporting on a regular basis to track Customers’ support volume and status  
• Onsite training of Customers’ frontline support representatives  
• Offer guidance on further training needs for Customers’ frontline support representatives  
• Represent expectations, intentions, and attitudes of customers and co-workers accurately  
• Continuous effort and desire to acquire and maintain good knowledge of Milestone’s products as well as Support procedures, practices, and policies  
• Responsible for reporting issues affecting multiple customers to management, with follow through to ensure customer satisfaction, taking initiative and ensuring case deflection 
• Part of global 24x7support efforts for critical issues 

Professional qualifications  

Required:  

• Bachelor's degree in Computer Science or related technical field, or equivalent experience.  
• At least 5 years work experience doing Technology based Support, Administration or Technical account Management  
• Fluency in English, both written and verbal, and with excellent communication skills  
• Demonstrated expertise in at least one relevant technology such as networks, storage, or operating systems  
• Proficient in using diagnostic tools including Microsoft Performance Monitor, Wireshark (or equivalent tool)   
• Comprehensive technical understanding and practical experience with Microsoft Windows operating systems  
• Demonstrated strong customer service in highly politically charged environments   

 Preferred:  

• Knowledge of WinDebug and “memory dumps” analysis techniques  
• General knowledge of Microsoft AD user/group authentication  
• Experience with IP-based VMS systems  
• Familiarity with reading C# code  
• Some SQL and SQL Management Studio knowledge  

 Who are you?   

You have a logical sense and is good at troubleshooting and have experience of handling multiple customer issues and keeping plates spinning!  

• Great communicator and able to write detailed documentation/clear and concise answers as appropriate.   
• Understand the need to keep customers informed as well as being able to provide feedback to development or Product Management on your Customer’s needs.   
• Good at building internal relationships, working with colleagues coming from both sales and technical backgrounds to ensure effective technical account management  
• Is confident of own capabilities and believes that persistence and hard work yield results  
• Excellent analytical skills and an aptitude for problem solving  
• Gives and receives constructive feedback to strive for continuous self-improvement  
• Is able to deal with conflicts in a constructive manner and can recover from dissatisfied-customer situations  

 Why you will love working here  

• A chance to work with people from all over the world that inspire each other to do better and have fun during the process  
• Personal development – we provide educational resources and coaching to accelerate your career  
• Perks and benefits – we take good care of the people we hire and the teams we build. This includes flexible working hours, pension package, private health insurance, five extra vacation days, all-inclusive meal program, company bike, private on-premise gym, in-house massage therapist...  
• Social activities – our personnel club regularly hosts events like cooking classes, tasting events, outdoor activities, cultural events, Friday bar and annual Christmas and summer parties  

 The future is up to you – Apply now!  

If you want to take on this exciting challenge and be a part of a fast-growing technology company, submit your CV in English. Apply now and become part of the interviews that we conduct on an ongoing basis.   

For more information, please contact Denis Gordienko, Support Manager, Support Backline on dgo (at) milestone.dk Want to know more about our company and the people who works there?   

Check out our website http://www.milestonesys.com ;

or follow us on Instagram  

https://www.instagram.com/milestonesystems/

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C1221

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: MILESTONE SYSTEMS A/S

source: DK-STAR