Technical Account Manager – MOC

Job Description

• Provides quality technical assistance to premium customers and partners with their Trend Micro product issues.
• Provides solutions, and implementation using effective customer skills via email support, phone support, and/or on-site support thus achieving high level customer satisfaction.
• Manages deliverables to premium customers and partners such as reports, scheduled meetings, technical sharing, etc.
• Provides assistance to premium customers and partners with escalated product and malware issues.
• Effectively interacting with team, and premium customers / partners to ensure solutions are timely and meets SLO/SLA.
• Manages open cases to resolution.
• Knowledge sharing through technical sharing and training.
• Continuously improve and upgrade skills of Trend Micro product knowledge and core technologies through trainings and certifications.

Requirements

Minimum:

• 1 year work experience with account management, technical support, or similar industry.
• Proficient in desktop computers and servers with basic knowledge in Microsoft Windows operating system.
• Basic knowledge of networking concepts.
• Proficient in MS desktop and server applications.
• Ability to effectively instruct or guide customers using verbal and written English language.
• Customer oriented, enthusiastic and prompt.
• Willing to work on night shift or shifting schedule.

Desired:

• 2 year work experience with account management, technical support, or similar industry.
• Proficient in desktop computers and servers with advanced knowledge in Microsoft Windows operating system.
• Proficient in MS desktop and server applications.
• Ability to effectively instruct or guide customers using verbal and written English language.
• Customer oriented, enthusiastic and prompt.
• Willing to work on night shift or shifting schedule.
• Preferably with experience in installing and configuring Microsoft Windows operating system
• Good understanding of Internet technology and TCP/IP environment
• Preferably with Microsoft Windows certification or any networking related certifications (Cisco)