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ATS Support Account Manager
Manage client support cases ensuring timely resolution and KPI compliance
Santiago, Región Metropolitana, Chile
Junior
2 days ago
Adistec
A value-added distributor specializing in IT infrastructure, security, and cloud solutions for the Latin American and Caribbean markets.
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Technical Account Manager
Your main function is to ensure that the support cases of the assigned accounts are resolved in time and form, monitoring the compliance of KPIs and SLAs while acting as the main point of contact for the assigned clients, ensuring that their support needs and expectations are met effectively.
Main Responsibilities
- Main point of contact with assigned clients with direct interaction with key client personnel for support cases.
- Maintain a fluid communication channel with clients regarding the status of their support cases.
- Ensure compliance with established SLAs and KPIs.
- Contain clients in critical or urgent situations.
- Lead a team of dynamic resources establishing the priorities and guidelines of work for the resolution of incidents.
- Escalate incidents with key personnel of the vendors.
- Involve key personnel of other business units of the organization.
- Exhaustive follow-up of the support cases of their accounts, ensuring that they advance at the required pace.
Profile of the Position
- Education: University graduate in Systems, Informatics, Telecommunications or related fields.
- Experience: Desirable to have 2 years of experience as Technical Account Manager or Support Account Manager (Non-exclusive). Having a minimum of 2 years of experience in the administration of information technology platforms or having worked in an IT help desk.
- Information Technology: Microsoft Office – Advanced (Exclusive)
- Language: Native language according to territory (Spanish or Portuguese), English – Intermediate level (Exclusive), Portuguese or Spanish (according to territory) as an additional basic level language (Non-exclusive).
About Adistec
A value-added distributor specializing in IT infrastructure, security, and cloud solutions for the Latin American and Caribbean markets.