Job Details

Requisition Number 18-0078
Post Date 2/18/2019
Title Technical Account Manager
City Westborough
State MA

Position Overview:
Technical Account Managers are responsible for providing technical support to our clients via telephone and/or remotely via the Web. They are responsible for addressing the technical needs of our clients, regardless of the size of the client or the issue. A Technical Account Manager must have detailed knowledge of networks, databases, Web application servers, some software scripting, and strong communication skills.

The eClinicalWorks EMR/PM application is “Mission Critical” to every one of our 9,000+ clients. Technical Account Managers are responsible for keeping our clients up and running, often under stressful conditions and with tight time constraints.Technical Account Managers must have a technical background (Bachelor’s or Master’s degree in Computer Science, and/or Software Engineering), be able to multi-task, have excellent communication skills, and bring their passion for solving problems and customer service to work every day.

Job Functions /Responsibilities:
• Respond to all Accounts via telephone or the web
• Meet SLAs
• Manage relationships with customers
• Maintain excellent customer satisfaction level
• Work with cross-functional teams when required
• Find technical resolutions to unknown or new scenarios
• Keep up to date with all eCW products and their enhancements
• Other duties as assigned
Requirements Requirements:
• Master’s degree or Bachelor’s degree with 2 plus years of experience
• Experience with server side programming using VB / COM (preferred)
• Proficient with relational databases
• Experience with Java or .net (preferred)
• Experience with Internet Protocols, HTTP / HTTPs
• Experience with XML / XSL
• Experience with Linux and Windows operating systems
• Experience with Web Application Server(s)
• Understanding of N-Tier Architecture
• Knowledge of SQL Server 2005, 2008
• Prior technical support experience a plus
• Prompt, responsive, responsible and friendly approach to customer situations

Other Skills / Abilities:
• Professional telephone manner
• Ability to balance multiple priorities
• Ability to handle difficult situations
• Excellent customer service orientation
• Strong analytical and problem solving skills
• Excellent attitude and spirit of cooperation
• Detailed oriented with strong interpersonal and communications skills.
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