Beau Leblanc Email & Phone Number

Houston, Tx, Us

Houston, Texas, United States

The Client Success Manager is responsible for the assurance of quality service to our clients. The role provides a structured interface to the client for IronEdge and focuses on oversight to the account on multiple levels. Project deliverables, business workflow, and technology planning advice is required to be provided to the client through this role.This position is responsible for educating clients in current and future technologies as well as driving business efficiencies through understanding client needs and aiding in the development of technology solutions to meet those needs. This role is actively engaged in multiple client environments and works with sales to develop new opportunities at the same time. The Client Success Manager is responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day.

Houston, Texas, United States

Essential Functions:- Creating unforgettable customer experiences every day- Quickly and professionally address customer issues- Provide front-line technical support for customer Information Technology systems- Document steps to remediation of issues in a detailed and professional manner- Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels- Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism- Required to participate in an after-hours and on-call rotation to provide support to emergency client issues- Minor training of users in the proper use of hardware or software- Answers user inquiries regarding computer software or hardware operation to resolve problems- Setup user accounts and configure email access through multiple applications- Refer major hardware or software problems or defective products to vendors or technicians for service- Act as escalation point for complex issues for peers- Provide mentorship and leadership for team members- Delegate tickets and tasks for the team as needed- Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standardsSkill Proficiency:- Client/Server application interaction- Basic web systems- Exchange On Premise Systems and Office 365- Microsoft Server Operating Systems- Windows Operating Systems- Terminal Services- Firewalls – Including but not limited to SonicWall, Juniper and Cisco- Routers and Switches- Active Directory – GPOs, Policies, Sites, Users, Groups and Security- Anti-Virus Software- MS Office (Word/Excel/Powerpoint), Outlook- Internet Explorer and Web Based add-ons (ActiveX, Java client)- TCP/IP Connectivity- DHCP- DNS- Enterprise onsite and offsite backup solutions- Virtualization Software such as VMware- SAN and Network Storage Solutions- VPN hardware and software- Microsoft Visio- Connectwise

Houston, Texas Area

Support Technicians provide front-line technical support for end users and troubleshooting of server and network systems as well as dispatching to troubleshoot and remediate issues on-site for clients. This position performs repairs to software or peripheral equipment configurations, following design or installation specifications. Support Technicians escalate issues to senior staff members. The Support Technician will interact with users that include C-Level or Executive client contacts, so professional verbal and written communication skills are a must. Occasional training of end users and new team members is required. Strong decision-making, problem-solving, multi-tasking and planning skills are utilized to provide excellent customer service in a fast-paced environment. Support Technicians work both as a team and an individual contributor to serve as an advanced problem solver with creative solutions that focus on long-term stability. Attention to detail is required to fill out tickets according to company standards. The desire to learn and ability to absorb new skills and information are key to this position.

Houston, Texas, United States

Houston, Texas Area