Diamond Technical Account Manager - Netherlands


TREND MICRO™ Incorporated is a global leader in antivirus and content security software and services. Its innovative, centrally-managed solutions protect networks at all levels, from the network layer through to the desktop, helping businesses of all sizes manage today’s Internet security threats. With its Trend Micro PC-cillin™ Internet Security solution Trend Micro also protects home users against all types of Internet threats.

Diamond Technical Account Manager - Netherlands

This role is responsible for providing dedicated client support to a Diamond level customer, responding to reported software product issues by troubleshooting, isolating and solving the problem.
The TAM will maintain a high level of responsiveness to customer requests, needs and queries and take ownership of the premium support relationship to drive customer satisfaction by proactively managing and delivering technical information to the customer both onsite, online and via telephone

Job Description:

  • Manage support issues directly related to the use, support and implementation of Trend Micro products and solutions with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customer’s complex network.
  • Effectively interact with the engineering teams to provide solutions to complex technical issues.
  • Provide phone and email support for designated PSP customer.
  • Must be available to travel to customer site.
  • Share best practices with TAM members to enhance the quality and efficiency of support.
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • Maintain and expand working knowledge of current Trend Micro products as well as their integration and methods of support delivery.
  • Assist in the development of the knowledge base by keeping the solutions database up to date.
  • Flexible working hours.
  • Willingness to travel.
  • Ability to work to tight deadlines.
  • Red Alert support (sometimes out of hours).
  • Any other ad hoc duties as required and defined by management.

Requirements:

  • Good UNIX / Linux experience would be a major advantage.
  • Strong multi-tasking and problem resolution abilities
  • Ability to effectively instruct or guide customers onsite, online and via telephone
  • Ability to manage own time effectively
  • Quick learner with desire to learn new tools and techniques
  • Strong verbal and written communication skills, customer service, account management and negotiation skills with the ability to interface with a diverse set of clients
  • Strong English written and spoken communication skills
  • Previous experience working with multi-cultural teams

Qualifications/Education/Experience:

  • BS degree or equivalent combination of education and technical support experience in computer systems and/or computer networks
  • MCP/MCSA certification on Windows NT 4.0 or 2000/2003
  • Trend Product TCSE (L2 certified) for any or all Trend products would be an advantage
  • Minimum 2 years basic hands on experience in the high tech industry
  • Minimum 2 years basic knowledge of Microsoft Windows NT/2000/2003 or UNIX (AS/400 or S390) Operating Systems.
  • Minimum 2 years experience in one or more of the following: Server/Desktop Operating Systems, Networking Architecture, Messaging Servers, Firewalls, Inter-relational Products and Peripherals customized to each client network.
  • Minimum 2 years experience basic troubleshooting and management experience in multi-protocol (TCP/IP) routed network environment
  • One or more of the following certifications or related experience: MCSE Certification NT 4.0 or MCSE 2000/2003 Certification, UNIX System Administrator/Solaris Administrator,
  • Certified Lotus Professional, CNE or CNA
 



Please forward your CV and Covering Letter in English by e-mail to:
Anu Caudell, HR Specialist .

Location: Marlow, UK
Closing Date:

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