Technical Account Manager

Náplň práce, právomoci a zodpovednosti:
- Serve as the primary point of contact for Premier Support customers, building trusted relationships across technical and executive levels.
- Act as a customer advocate by understanding clients’ IT environments and business needs to drive satisfaction and accountability.
- Own and manage customer escalations, coordinating with support, engineering, field services, and product teams for timely resolution.
- Translate complex technical issues into clear action plans and deliver executive-level post-incident reports and root cause analyses.
- Leverage technical expertise in PC architecture, operating systems, networking, and hardware diagnostics to guide issue resolution.
- Proactively monitor service metrics and trends to identify recurring issues, risks, and improvement opportunities.
- Track SLAs and KPIs, preparing and presenting quarterly service performance reviews and optimization recommendations.
- Collaborate cross-functionally to drive continuous improvement, share field insights, and enhance Premier Support operations and customer experience

Zamestnanecké výhody, benefity:
- Opportunities for career development & growth
- Performance based rewards
- Hybrid working model (homeoffice/office)
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- A broad selection of soft / hard skills trainings and individual mentoring
- Employer contribution to the Third Pillar Pension System

Požiadavky na zamestnanca:
- Strong technical knowledge of PC technologies, including hardware, BIOS, Windows/Linux operating systems, imaging, and networking fundamentals.
- Solid understanding of incident, problem, and change management, as well as IT service delivery best practices.
- Experience in field, managed services, project management, or reporting considered an advantage.
- Advanced analytical and troubleshooting mindset, focused on identifying patterns and driving root cause resolution.
- Highly organized and self-driven, able to manage multiple priorities effectively in fast-paced environments.
- Strong collaboration skills, experienced in working within cross-functional and virtual teams.
- 3–5 years of experience in IT services, technical support, or system administration, including enterprise-level escalation or service delivery.
- Excellent communication and presentation skills, Fluent in English, with additional European languages (e.g., Slovak, Hungarian)