When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live but hard to describe. Come see exactly what it means to be a part of the High Point Networks team.

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado. No matter where your business is located within the United States, we have you covered.

JOB SUMMARY

The Technical Account Manager is responsible for maintaining relationships with a defined book of existing clients, addressing their technical needs as well as finding opportunities for enhancing their support experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

White glove service and ownership of the customers support experience
Collaborate with engineers to build and manage a best practices project plan
Understanding of the customers environment, their internal IT teams, and HPN aaS solutions
Provide proactive incident communication
Partner with NOC/SOC engineers during investigations
Joining multiparty bridges to ensure executive-level communication
Build and deliver both technical and executive reports
Understand root-cause analysis with our engineers and deliver messaging to the customer in a professional manner.
Respond to reactive service requests/tickets escalated by customers
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Recognizes and recommends operational improvements to increase process performance
Review historical data to identify trends
Identify service improvements and additional value

ADDITIONAL DUTIES AND RESPONSIBILITIES

Maintain a world class customer service, perception, and satisfaction
Ability to work within a team and communicate effectively
Escalate service issues that cannot be completed within agreed service levels
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customers needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in PSA/ticketing system as it occurs
Create and work through a daily schedule
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED

Minimum 1-3 years technical engineering experience
Minimum 1-3 years of customer service experience
Managed Services experience is a plus
Self-motivated with a high degree of industriousness
Strong communication skills, active listening, and customer-care
Professional, reliable, and punctual; poised and prepared for each client interaction
Ability to problem solve under pressure and maintain a high level of accuracy/detail
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of key organizational IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details