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Technical Account Manager

Technical Support | Overland Park, KS | Full Time

Job Description

COMPANY OVERVIEW

Codero Hosting is a provider of Dedicated, Managed, and Cloud Hosting services. Codero offers a fun, challenging, and rewarding working environment and the opportunity to work with world-class talent to help you build a world-class career. If you love technology and love making customers smile, come join us at Codero! You will be part of a dynamic group working every day to provide each of our customers a fabulous hosting experience and to turn each one into a raving Codero advocate!

JOB DESCRIPTION

Technical Account Manager

Type of Position: Technical and Customer Support

Location: Overland Park, KS

Schedule: Day Shift- 8am to 5pm. May include infrequent after hours responsibilities.

Compensation: Salary + Bonus

We offer an excellent benefits package including: medical, dental, vision, life and disability insurances, flexible spending accounts, & 401(k) with a company match.

SUMMARY:

Codero Hosting is looking for a passionate, articulate, and enthusiastic Technical Account Manager to provide superior technical customer support to Codero’s Proactive Managed Tier of customers.

 

Job Responsibilities:

  • Manage the technical aspects of all Proactive Managed customer accounts to resolve or improve their experience.
  • Lead new customer onboarding process.
  • Track and expedite resolution to customer issues through support organization.
  • Perform regular audits of customer accounts including hardware, monitoring and incoming issues reported by customer to prevent future issues.
  • Lead incident, problem, and change management activities for customers through collaboration with internal and customer teams.
  • Create diagrams for existing and potential customers using Visio.
  • Manage major Incidents, driving and coordinating resolution, including calls, escalations (both technical and hierarchic), coordinating all incident support activities, documenting events, and conducting post-mortem reviews.
  • Provide detailed reporting and reviews of service disruptions, metrics, and adherence to SLA.
  • Attend pre-sale meetings with potential customers.
  • Track and manage the deployment of new customer environments from provisioning to delivery to the customer.
  • Maintain current documentation of customer environment.
  • Maintain and expand working knowledge of new and existing Codero product offerings and collaborate with sales to communicate the benefits to customers.
  • Lead internal initiatives as designated.

Job Requirements:

  • Minimum 2 years of Linux and Windows systems administration and hands-on support experience is required.
  • Understanding of cloud infrastructure including AWS and Azure.
  • Basic understanding of Internet networking connectivity technologies including firewalls, TCP, DNS, SSL, and load balancing.
  • Basic understanding of VMware vCenter Server.
  • Basic understanding of server hardware e.g. RAID levels, CPU, memory and storage.

 

 

CODERO IS AN EQUAL OPPORTUNITY EMPLOYER