Expedient helps companies transform their IT operations through award-winning cloud solutions and managed services including disaster recovery, security and compliance, and more. Named VMware's Americas Cloud Partner of the Year and acknowledged in Gartner's Magic Quadrant for Disaster Recovery as a Service, Expedient's solutions help to ease clients' transition to the cloud, enabling them to focus on strategic business innovation while the Expedient team handles operation of the IT needed to support it.
We have an immediate need for an experienced Technical Support Account Specialist to join the Client Care team.This position is responsible for managing the complex technical needs of the Expedient client. The successful candidate will have an understanding of various data center technologies such as system administration, networking, windows operating systems and virtualization products like VMware.
Our clients depend on us to protect and support their data, networks, storage and back-ups, so solid technical experience and superior communication skills are absolutely needed.
Establish and maintain strong relationships with key contacts of assigned accounts
Act as primary contact and point of escalation when exceptions to standard processes arise
Ensure the completeness and accuracy of the data in the customer relationship management (CRM) system for assigned accounts
Gain client confidence through product knowledge, business needs, and service patterns by regularly observing the delivery and support processes
Directly address inquiries by e-mail, phone and on-site visits and retain ownership of the communication process until resolution
Audit service requests and projects to maintain a consistent client experience and high level of client satisfaction with a focus on continuous improvement
Facilitate third level support with the Engineering team to resolve complex, technical problems
Accept accountability for key performance indicators (KPIs) associated with individual clients and present them in regularly scheduled service review meetings
Share client business requirements and new opportunities with the business development team
No less than 4 years experience in client technical support, system administration and/or IT project management
4-year college degree, 2-year associates degree or equivalent work experience
Demonstated level of understanding with Internet technologies such as: (1) principals of networking, (2) windows operating system, (3) familiarity with virtualization products such as VMware
Flexibility to travel as needed up to 25% of the time for face-to-face meetings with clients
Strong written and verbal communication skills with ability to interpret and simplify complex topics
Desire to think independently, but work with a team when necessary to solve problems
Strong professional etiquette and conflict resolution abilities
Ability to pass pre-employment screens
BENEFITS TO WORKING FOR EXPEDIENT
Expedient was awarded a Top Workplace for a fifth year in 2019. We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include generous paid time off, top-tier, affordable medical, dental, vision insurance, 401(k) retirement savings plan with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success. To apply, please submit your resume and a cover letter explaining your interest.
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Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law.
Expedient is a cloud and data center infrastructure as a service (IaaS) provider with local operations in Baltimore, MD; Boston, MA; Cleveland, OH; Columbus, OH; Indianapolis, IN; Memphis, TN and Pittsburgh, PA. Converged solutions enable Expedient clients to focus on strategic business innovation, while a talented team of experts handles operating the information technology needed to support it. Learn more about us at expedient.com/careers.