Opportunity: Technical Account Manager

Careers

United States: Reston, VA

The Technical Support Specialist will be responsible for troubleshooting and answering customer inquires regarding the BizRights application, including customizations that have been applied. The candidate will need to interface with the customer to follow through on issue resolution and support along with providing excellent customer service for all issues.  The Technical Support Specialist will achieve a detailed understanding of the BizRights products, has an expertise in the Microsoft platform and works with colleagues to resolve technical issues. The candidate is expected to follow reported problems through to their resolution and work with colleagues to resolve complex issues.

KEY JOB RESPONSIBILITIES

  • Provide direct high level technical support to internal and external customers and partners
  • Document internal and external customer and partner interactions in the ticketing and knowledge based system
  • Document problem resolutions in the knowledge base system
  • Perform problem re-creation and testing in Approva Solutions Lab
  • Provide guidance to team members and research technical issues
  • Research, verify and generate detailed defect reports and enhancement request reports
  • Work with Technical Operations, Core Development and Program Management during product development cycle to ensure quality
  • Develop and implement technical action plans with customers; participate in periodic Technical Account Reviews with customers
  • Present training as necessary to internal audiences
  • Develop training plans and mentor new technical support team members
  • Develop advanced troubleshooting procedures for complex technical problems
  • Lead complex projects as necessary
  • Communicate effectively to sales engineers, customers, technical support and internal IT support
  • Ability to act as an effective customer advocate/liaison within the Professional Services department and champion business needs and priorities
  • Develop the knowledge and skills to become the product expert & liaison Via on the job and formal training
  • Create product bulletins and maintain an up to date Knowledge Base by contributing new content throughout product life cycle
  • Serve as the Approva SME during the escalation into level III and ensure all appropriate information is available for the technical team
  • Contribute to our support success by taking initiatives to improve process, team work, and/or any other area that would improve overall team productivity
  • Ability to mentor and work with a diverse group of team members possessing different types and levels of skill sets
  • Recognizes and escalates new problems (informs Support management as appropriate)
  • Handles stressful situations effectively
  • Projects a positive and professional image while developing teamwork skills
  • Mange the customer cases through our standard process & resolution cycle
  • Is able to manage time and work flow to meet service levels
  • Properly documents actions taken on Tickets opened, processed or worked on

QUALIFICATIONS


Support:

  • Five or more years experience in Applications/Technical Support and/or ERP implementation consulting
  • Understands customer support processes and procedures, including communicating effectively with customers and understanding escalation processes
  • Working knowledge of customer support tools (incident tracking, CRM, etc)
  • Knowledgeable in Quality Assurance process (Reproducing customer issues, providing verification testing, etc)
  • Ability to convey complex technical details
  • Strong customer service skills including phone etiquette, conflict resolution and technical writing skills
  • Must have above average troubleshooting skills, strong analytical problem solving skills and the ability to interpret technical questions

Operating System & Applications:

  • Knowledgeable in Microsoft’s Windows 2000 and 2003 Server; Microsoft IIS 5.0 (and above)
  • Advanced knowledge of Microsoft’s SQL Server, Access or other databases
  • Strong working knowledge of Active Directory/Windows domain administration
  • Working knowledge of Microsoft SQL Server Reporting Service
  • Scripting Experience (VBS, Java or other development experience)
  • Knowledge of Visual studio.net, C#, ASP.net

Other:

  • Experience with the SAP or Oracle enterprise application suite desired
  • Great attitude, good communicator (verbal, written)
  • Willing to work flexible hours
  • Organized and detail-oriented and understands the importance of rapid issue resolution
  • Team player and can deal with high-stress situations
  • Understands the dynamics of a small company (wear many hats, likes variety of tasks, etc)
  • Continuous learner, takes initiative, and understands what it takes to get outstanding client satisfaction

    • Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn and be able to follow policies and procedures
    • Ability to present technical information to groups
  • Use of time management to set priorities of various assignments and complete them within allocated times with little or no supervision.

Preferred Qualifications:

  • B.S./B.A. or equivalent work experience
  • Minimum of 2 years experience in the support of software solutions
  • On-call Rotation requiring pager access for 24 x 7 availability
  • Post production support or help desk experience preferred
  • 8 years or more IT experience

We offer a comprehensive package that includes compensation and benefits above industry levels and a stock option plan.

Contact Information

Please reply in confidence with a cover letter and resume detailing your past experience and salary requirements to: careers@approva.net