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Job Field: Office Jobs
Location: REDMOND, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Job Category:Services & Consulting<BR>Location:, , US<BR>Job ID:813532-95309<BR>Division:Services & Support<BR><BR><BR>The Microsoft Enterprise Public Sector Services team has an opening for a Technical Account Manager (TAM) to work with the United States Army Reserve Headquarters in North Carolina at Fort Bragg.<BR><BR>A TAM is a trusted business advisor to Microsoft''s Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, should something unexpected occur, the TAM working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer''s IT environment. The TAM also works with the customer to provide proactive support to prevent issues from occurring in the first place. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers'' IT organizations'' impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customers'' operational success with Microsoft products.<BR><BR>RESPONSIBILITIES:<BR><BR>TECHNICAL SUPPORT: Manage customer technical support requests. Ensure timely resolution of customer issues by referring issues to product specialists or more experienced team members. Ensure Premier customers receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans. Work with management to manage politically sensitive issues impacting either the customers'' business or impacting Microsoft''s relationship with the customer.<BR><BR>TECHNICAL SERVICES: Act as technical resource to the Reserves, requiring conversational level technical expertise across all Microsoft products and specialized skills in at least one area of technology. Analyze and determine the most effective method of problem resolution by utilizing applicable internal resources.<BR><BR>ACCOUNT MANAGEMENT: Work with the account to develop and maintain a support plan. Communicate proactively with the account regarding product and program information, supportability issues, and strategic product plans where appropriate. Maintain a highly effective working relationship with the client.<BR><BR>TECHNICAL KNOWLEDGE: Maintain and expand the working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery. Achieve and maintain MCITP and ITIL Foundation certifications within six months.<BR><BR>OTHER RESPONSIBILITIES: Share recommended practices with team members to contribute to enhance the quality and efficiency of customer support. Participate in individual and team projects to enhance the quality and efficiency of customer support. Establish effective working relationship                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    </font></td>
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