Account Manager
Account Manager
Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience.
Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business.
Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients' communications, managed IT and cloud-based services.
Access One's services give businesses back their time and increase their productivity. Our clients' success is our success.
Why a Career at Access One
- An opportunity to grow your career and expand your knowledge
- Professional development and growth through continual learning
- Recognition of all your accomplishments, large and small
- A chance to relax and enjoy your co-workers at company events
- Access to health programs such as gym membership incentives
- Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
- Volunteer and donation opportunities to help improve our community
What you will do
The Account Manager will serve as the main point of contact in all matters related to client concerns and needs. This position will build and strengthen client relationships to achieve long-term partnerships.
Day to day activities will include maintenance of accurate client records, keeping track of any contract updates and renewals.
The account manager will be required to develop a thorough understanding of our products and service offerings to better up sell and cross-sell to clients.
Responsibilities Include
- Building and maintaining client relationships for new and existing accounts by acting as a customer advocate on service issues to ensure timely resolution, including :
- Contacting each assigned customer at least once per quarter with a minimum of 15 customers proactively contacted per week
- Visiting client sites within the assigned customer base, as needed
- Renewing customer contracts while minimizing revenue write-down and proposing new value add services with a goal of less than 10% write-down if no new services are added
- Identifying and recommending action plans to address new service opportunities for each assigned customer account.
- Enhancing the client experience by :
- Acting as a day-to-day dedicated contact for any pricing issues, general inquiries, moves, adds or changes
- Performing monthly internal account reviews and business consulting meetings
- Informing clients of any new products and services that could be beneficial to their business
- Other special projects for customers as needed
Who you are
- Bachelor's degree in communications, business administration or equivalent work experience preferred
- 1+ years of relationship management experience required
- Capable of managing customer accounts at both a management and technical level
- Ability to complete administrative tasks correctly and in a timely manner to ensure efficient processing of customers transactions
- Excellent customer service skills- must be able to respond promptly to customer needs and requests for service and assistance
- Excellent communication skills- ability to speak and write properly, professionally, clearly and informatively; listen for clarification;
and respond well to questions
- Solid organizational skills- ability to prioritize work, use time efficiently and respond to ever changing customer demands
- Capable of handling substantial workload and competing demands simultaneously
- Ability to successfully operate and thrive in a fast paced environment and quickly adapt to change
Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
PM22
PI223615671
Help Desk Technician I
Help Desk Technician I
Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience.
Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve along with their business.
Our custom-tailored solutions can be delivered modularly, or as a complete, end-to-end service; providing an unrivaled level of accountability for our clients' communications, managed IT and cloud-based services.
Access One's services give businesses back their time and increase their productivity. Our clients' success is our success.
Why a Career at Access One
- An opportunity to grow your career and expand your knowledge
- Professional development and growth through continual learning
- Recognition of all your accomplishments, large and small
- A chance to relax and enjoy your co-workers at company events
- Access to health programs such as gym membership incentives
- Comprehensive benefits including insurance, PTO (Paid Time Off) and financial planning
- Volunteer and donation opportunities to help improve our community
What you will do
The Help Desk Technician I is responsible for supporting inbound tickets and calls for multiple clients in a fast-paced environment across diverse network environments.
The primary role of this position is to provide outstanding customer service for Tier 1 service requests, incidents, and problems reported by end users.
Access One is looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a can do attitude.
Responsibilities include
- Answer all calls and acknowledge all customer tickets in a timely fashion
- Basic technical support at the network level : LAN / WAN connectivity, routers, switches, firewalls, and wireless
- Basic remote access solution implementation and support : VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain internal and / or client-facing documentation.
- Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
- Support of backup and disaster recovery solutions.
- Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
- Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
- Fast and timely turn around on all customer requests
- Ability to work in a fast pace team environment
- Communication to our clients, vendors, and internally via , email, and ticketing system
- Escalating requests to appropriate higher-level team members when issue is diagnosed
- Responsible for entering time and expenses as it occurs in our ticketing system
- Ability to work independently with locating information to assist a customer / vendor
- Enter all communication and work inside a service ticket
- Part of an On-Call Rotation for After Hours support
Who you are
- Minimum High School Diploma or equivalent
- College level courses in IT and / or certification preferred
- Professional IT Certifications, such as : Microsoft MCP / MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
- Understanding of operating systems, business applications, printing systems, and network systems
- Diagnostic skills of technical issues
- Labtech RMM / ConnectWise PSA experience strongly desired
- Knowledge of IT applications, processes, software, and equipment
- Strong organizational and customer service skills
- Interpersonal skills : such as communication skills, active listening, and customer-care
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Technical awareness : ability to match resources to technical issues appropriately
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
Access One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected
PM22
PI223617007