Senior Technical Services Account Specialist

The Services Account Specialist for NET is required to represent the Tech Support department in various meetings or reviews, with both internal product teams as well as external customers, at both operational as well as executive levels.

The Services Account Specialist acts as project lead for various assignments and may also be required to manage technical contributions of other engineers assigned to the project.

Further responsibilities
Customer Relations
•Ensure that a high quality of customer care is maintained by ensuring continued service improvement
•Regular meetings with customers to resolve quality and service issues
•Improved customer retention through better service

Team Relations
•Evaluate team members’ work procedures and service skills
•Coordinate training for team
•Participates in and leads regular staff meetings

Internal Operations
•Supervises / coordinates team support
•Tracking Service Level Agreements
•Manage team productivity
•Improve ability to prioritize jobs and send technicians to critical jobs
•Meet all customer preventative maintenance obligations
•Timely management reporting to all areas of the customer

General requirements

•Required to work closely with external customers.
•On-site support for resolution of product issues may be required
•Responsible for regular interaction with deployment team, engineering team, product team and other teams to resolve customer issues.
•International travel will be required including training at one of ARRIS’ North American offices
•This position may require on call after hours support for emergencies.
•The ARRIS support engineers in Sao Paulo provide support on the ARRIS WorkAssure product and related Database server applications. Therefore, expert knowledge of personal computer applications, of Windows operating systems, and of networking protocols is a major plus.
•Knowledge of development languages (VB, ASP, XML, etc.), scripting, web development is a plus as well.
•Experience with handheld devices is a plus.
•Experience in the CableTV / Telecommunications industry is a plus
•Knowledge of HFC networks and CMTS support or Core Router support is a plus.
•Ability to read, write and speak both English as well as Portuguese (Brazil) fluently is a must

Empresa: Integra Consultores
Localidad: São Paulo (Brasil)
Sector: Ingenieria,Otro,Telecomunicaciones
Profesiones relacionadas: Key Account Manager
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 3 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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