Job Title: Key Account Advocate
Role Overview
This role involves being the primary point of contact for valued clients, ensuring their satisfaction and building strong relationships. Key responsibilities include delivering customized solutions, providing proactive support, and strengthening partnerships between teams.
* Troubleshoot complex customer requests, identify root causes, and provide timely resolutions via case updates, calls, or screen-sharing sessions.
* Provide exceptional support via multiple channels using discretion, experience, and technical expertise.
* Evaluate and respond to customer feedback, escalating or re-routing cases as necessary.
Technical Capabilities
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL, conduct IIS and SSL diagnostics to investigate and resolve Windows Application Server issues.
* Configure and troubleshoot Windows ADFS Servers, perform remote diagnostics via VPN, RDP, or similar tools, assist with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS).
Key Responsibilities
* Deliver high-quality technical solutions to meet client needs.
* Provide timely and effective communication to stakeholders.
* Maintain accurate records of customer interactions.
Requirements
* Bachelor's degree in Computer Science or related field.
* Proven experience in technical support or a related field.
* Excellent problem-solving skills and attention to detail.
* Familiarity with software development lifecycle and technical frameworks.