The Role
The Technical Account Representative manages client communication, escalates technical issues, and supports customer service and project management efforts within TurnPoint.
Summary Generated by Built In
OverviewAt TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.
You will function as the administrative point person on the TurnPoint Service Desk team for this client, including: leading meetings with this client's stakeholders, reviewing tickets to identify items needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers. We anticipate that 80% of your time will be focused on this specific client.
By joining us as a Technical Account Representative, you will not just be stepping into a new job - you'll be taking a crucial role in a transformative journey, both for TurnPoint and the clients we proudly serve. If you're ready to take your customer service and technical skills to the next level in an exciting, fast-paced environment, we can't wait to hear from you.
You will function as the administrative point person on the TurnPoint Service Desk team for this client, including: leading meetings with this client's stakeholders, reviewing tickets to identify items needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers. We anticipate that 80% of your time will be focused on this specific client.
Required Infrastructure: This is a work from home role and we require employees to have the following (at their expense)
- Home (fixed) internet with an upload speed of at least 20Mbps
- Either an iPhone capable of running the latest version of iOS or an Android device running either the current version of Android or the previous version of Android (versions Android 15 and 16 at this time).
- A mobile data plan with voice, text, and data and hotspot functionality (as a backup to your fixed broadband).
- Windows 11+
- Windows Server 2022+
- Apple Operating Systems
- Microsoft 365, including Microsoft Teams and Microsoft Outlook
- Asana
- Airtable
- Customer Service Responsibilities: 60%
- Project Management:30%
- Leadership: 8%
- Special Requirements: 2%
- Triaging customer requests over email and phone
- Dispatching tasks to colleagues
- Scheduling work with customers
- Perform tech tasks as self-assigned and assigned by tech managers (and ancillary procurement tasks as necessary)
- Consulting with customers to determine the severity and impact of their issues
- Act as liaison between clients and technical staff.
- Function as client interface on phones and ticket thread intake including:
- Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
- Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly.
- Maintain awareness of current work and status, managing tasks through to successful closure.
- Create tasks, to contribute to client onsite visits and related meetings.
- Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required.
- Monitor and update all assigned tickets on a daily basis.
- Record and document tech processes to contribute to TurnPoint Tech Manual.
- Prepare for and run client meetings, ensuring that the appropriate technical resources from TurnPoint are on those meetings.
- Ensure that the clients inventory stays up to date and that we are being proactive about ordering equipment to stay ahead of their hiring needs.
- Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks.
- In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service).
- Exemplify and champion superior client communication and service.
- Emphasize quality, continuous improvement and high performance.
- Enact and champion company policies.
- Track, route and redirect issues to correct resources and internal team for support.
- Balance support ticket threads, task execution and project work for timely completion.
- Escalate unresolved client queries to the next level of support properly and in a timely manner.
- Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
- Train and mentor the tech team on proper customer service strategies, including issues that are specific to the client you are focused on.
- Obtain and maintain technical certifications as required.
- Other duties as assigned.
- Ability to move equipment and lift 50 lbs. as required.
By joining us as a Technical Account Representative, you will not just be stepping into a new job - you'll be taking a crucial role in a transformative journey, both for TurnPoint and the clients we proudly serve. If you're ready to take your customer service and technical skills to the next level in an exciting, fast-paced environment, we can't wait to hear from you.
Top Skills
Airtable
Apple Operating Systems
Asana
Microsoft 365
Microsoft Outlook
Microsoft Teams
Onenote
Windows 11+
Windows Server 2022+
Zendesk
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The Company
What We Do
Our company is a boutique IT consulting firm providing high-level IT consulting, outsourced IT management, and help desk services to small- and medium-sized businesses in the greater Seattle area. We are a rapidly growing business with a solid long-term client base. We pride ourselves on quality customer service while providing top-notch IT consulting services and solutions. We are passionate about our business and see our company as a long-term partner in our clients' growth and success.
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