Support Account Manager

13 hours ago


Hanoi, Vietnam Tek Experts Full time

Overview:
We’re seeking a Support Account Manager to provide assistance to the queries of our clients, gathering information from our technical teams and sharing findings with them. A Support Account Manager is an extension of IT team within the company who can simplify the job by assisting, manage critical issues, prepare for future technology changes, and get the most from support benefits.

**Driving exceptional outcomes with purpose-built solutions**

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

**Responsibilities**:
The Premium Support team dedicates experts to understanding our customers’ business and software environments in depth, ensuring faster issue resolution and improved business continuity. As part of the Premium Support team, your expertise will be part of a tailored portfolio of advanced services our customers can access where and whenever they need them. As the most experienced resources on our team, you’ll share knowledge, mentor, and upskill engineers from other lines of business. All of our roles are focused on personalized support for our customers and require both individual contribution and tight collaboration with teammates.

**This role will**:

- Take full ownership of assigned accounts to bring customer issues to resolution
- Maintain and update Client Database
- Be an advocate, driving resolution of critical issues.
- Gives a single escalation point for all support issues.
- Coordinate Pro-Advocacy activities, including own training and presentation opportunities
- Ensure customer success, drive conversion, boost renewals and develop strategic insights that improve our product value

Qualifications:
**Premium Support is a good fit for you if**:

- You’re proficient in both written and spoken English.
- You love technology, understand it, and are adept at using it.
- You’re customer-obsessed, take the initiative, and exceed expectations.
- You’re empathetic and advocate for our customers.
- You’re good at developing and maintaining positive working relationships.

**In this role**:

- Up to 1-year of experience in a customer-relationships position or similar
- Proficiency in both written and spoken English and another language (i.e., Spanish, French, German, Hungarian, Portuguese, Japanese, Russian, or Korean)
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- Strong customer focus
- Strong team player
- Strong problem-solving skills
- Demonstrated ability to deliver results in a cross-functional team setting
- Working knowledge of MS Office

**What we offer you**:

- Personal and professional growth in a global company
- Diverse global team of supportive and passionate colleagues
- Performance bonus and opportunities to earn industry-standard certifications
- Premium healthcare and dental care coverage
- Hybrid working model


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