Technical Account Manager
HelpSystems LLC

Job Info

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Problem Solvers. Proactive Protectors. Relentless Allies.

Ready to join us? Let's get started.

As a Technical Account Manager I at Fortra, plays a vital role in technical account management within the Digital Guardian organization. With moderate supervision, the TAS is responsible for addressing specific support requirements, providing proactive assistance to customers, and closely collaborating with internal teams to ensure customer satisfaction.

WHAT YOU'LL DO

• Provide proactive customer support and assist in resolving technical issues for enterprise customers, under the guidance of senior TAMs.
• Assist in maintaining virtual customer environments, conducting regular reviews and tests for compatibility issues.
• Collaborate with the QA team to ensure product readiness and consider customer use cases in testing.
• Support the communication of product and program information, as well as supportability, to accounts.
• Participate in problem management activities and escalations to ensure customer deliverables align with strategic milestones.
• Assist in tracking the progress of customer-centric projects and strategic initiatives, documenting interactions and providing proactive communication.
• Act as a liaison between customers and various Digital Guardian teams, providing support and assistance as required.
• Handle customer inquiries through phone and web channels, providing timely and professional responses.
• Assist in recreating customer environments and use cases to aid in issue reproduction and resolution.
• Utilize a foundational knowledge base as an IT generalist or systems administrator to provide support.
• Other duties assigned.

QUALIFICATIONS

• Bachelor's degree in a relevant field or equivalent experience.
• Previous experience in a technical support role or relevant customer-facing position preferred.
• Basic understanding of security, architecture, and technical implementations.
• Familiarity with Windows and Linux operating systems is advantageous.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment with moderate supervision.
• Willingness to learn and adapt to new technologies and processes.

About Us

This is Fortra, where we're making a difference by offering a best-in-class solutions portfolio, proactively adapting to the ever-evolving cybersecurity threat landscape, and putting people first. Fortra is a cybersecurity company like no other. We're known for our innovative software and services, world-class support, and the commitment and satisfaction of employees across the globe. Our approach is different, and we're proud of that. For more information about what it's like to work for us, and learn about our culture, benefits, or perks, connect with us on LinkedIn.

We Are Fortra

Our people make us great. Our employees are a resilient and diverse group of global problem solvers, proactive protectors, and relentless allies, empowered to show up every day authentically, ready to fight the good fight with Fortra. Here at Fortra, we believe we're stronger when we're all stronger. That's why we're committed to supporting and empowering our employees through a host of offerings, including competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

Visit our website to learn more about why employees choose to work for Fortra. Remember to check out our Glassdoor to learn what our employees are saying and connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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