• Technical Account Manager

    Job Location US-PA-Pittsburg
    ID
    2018-2520
    Category
    Customer Support, COGS
    Type
    Regular Full-Time
  • Job Summary

    Aerohive is seeking a talented and hard-working individual to join its Technical Support team. The Technical Account Manager (TAM) is a self-motivated, quick learner who specializes in Networking, Wi-Fi and Aerohive proprietary platform. This person is responsible for day-to-day interactions with enterprise clients regarding technical issues. In addition, the TAM is responsible for developing a positive relationship with clients, escalating issues where appropriate, as well as providing follow up and status updates when appropriate. After an initial training period, the TAM will be assigned specific clients for whom he or she will serve as the main point of contact.

     

    Responsibilities

    • Own the responsibility for efficiently managing a caseload of technical support cases from multiple clients
    • Timely, accurate resolution of inbound technical support requests
    • Troubleshoot and reproduce issues by using the Aerohive platform and other internal tools as needed
    • Obtain a fluent working knowledge of the proprietary Aerohive technology platform
    • Escalate technical support issues to the Aerohive Support, PLM and Development teams as needed
    • Log case interactions in the case tracking software used by Aerohive
    • Communicate regularly with clients on the status of case resolution
    • Fielding critical support requests from the customer and provide resolution leadership
    • Plan, design, develop and lead quarterly on-site management QBR’s and monthly visits as needed

    Qualifications

    • Excellent listening, written, and oral communication skills with the ability to effectively communicate at all levels within an organization
    • Minimum 12 years' relevant experience
    • Strong work ethic
    • Ability to work in a self-directed manner
    • Strong analytical, problem-solving, and organizational skills
    • Ability to learn new technology and business processes
    • Ability to multi-task and manage time effectively
    • Ability to get along with others and contribute positively to the team environment
    • Experience providing technical support for software or web-based products
    • A positive attitude and a sense of humor

       

      Accountability:

       

      • Maintain high customer satisfaction rates
      • Support other Aerohive employees in achieving corporate, department, and office goals
      • Complete required development and training objectives for continuous learning and position enhancement

    About the Company

    Aerohive (NYSE: HIVE) enables our customers to simply and confidently connect to the information, applications, and insights they need to thrive. Our simple, scalable, and secure platform delivers mobility without limitations. For our customers worldwide, every access point is a starting point. Aerohive was founded in 2006 and is currently headquartered in Milpitas, CA. For more information, please visit www.aerohive.com, call us at 408-510-6100, follow us on Twitter @Aerohive, subscribe to our blog, join our community or become a fan on our Facebook page.

    Aerohive Networks is proud to be an Equal Opportunity Employer.

     

    #LI-AH

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