TurnPoint
Technical Account Representative (U.S.-Remote)
Job Posted 14 Days Ago
Be an Early Applicant
As a Technical Account Representative, you'll support clients by managing service requests, leading meetings, and working closely with technical teams to ensure effective service delivery.
OverviewAt TurnPoint, a leading Managed Service Provider (MSP), we are pioneering innovative technical solutions that are transforming the ways businesses operate. Are you someone with a background in customer service looking to break into technology? This role at a fast-paced, boutique IT firm may be for you. No previous tech experience is required, just enthusiasm for technology and a desire to help solve issues. We will provide you with the tech training necessary to succeed at TurnPoint, in this role and beyond.
You will function as the administrative point person on the TurnPoint Service Desk team for this client, including: leading meetings with this client's stakeholders, reviewing tickets to identify items needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers. We anticipate that 80% of your time will be focused on this specific client.Key TechnologiesExperience Preferred
By joining us as a Technical Account Representative, you will not just be stepping into a new job - you'll be taking a crucial role in a transformative journey, both for TurnPoint and the clients we proudly serve. If you're ready to take your customer service and technical skills to the next level in an exciting, fast-paced environment, we can't wait to hear from you.
You will function as the administrative point person on the TurnPoint Service Desk team for this client, including: leading meetings with this client's stakeholders, reviewing tickets to identify items needing escalation/attention (and any roadblocks), escalating VIP tickets, and just generally keeping our talented team of professionals set up for success. You will work hand-in-hand with the scrum master, project managers and technicians, and even senior leadership as necessary. You will be in charge of escalating key executive and tech issues appropriately to managers. We anticipate that 80% of your time will be focused on this specific client.Key TechnologiesExperience Preferred
- Windows 11+
- Windows Server 2022+
- Apple Operating Systems
- Microsoft 365, including Microsoft Teams and Microsoft Outlook
- Asana
- Airtable
- Customer Service Responsibilities: 60%
- Project Management:30%
- Leadership: 8%
- Special Requirements: 2%
- Triaging customer requests over email and phone
- Dispatching tasks to colleagues
- Scheduling work with customers
- Perform tech tasks as self-assigned and assigned by tech managers (and ancillary procurement tasks as necessary)
- Consulting with customers to determine the severity and impact of their issues
- Act as liaison between clients and technical staff.
- Function as client interface on phones and ticket thread intake including:
- Provide support Monday – Friday, 8AM-5PM PT and rare after hours work as required.
- Proactively identify, prioritize, diagnose, troubleshoot customer service issues and escalate accordingly.
- Maintain awareness of current work and status, managing tasks through to successful closure.
- Create tasks, to contribute to client onsite visits and related meetings.
- Effectively utilize online tools: ZenDesk, Asana, Airtable, OneNote and other tools as required.
- Monitor and update all assigned tickets on a daily basis.
- Record and document tech processes to contribute to TurnPoint Tech Manual.
- Prepare for and run client meetings, ensuring that the appropriate technical resources from TurnPoint are on those meetings.
- Ensure that the clients inventory stays up to date and that we are being proactive about ordering equipment to stay ahead of their hiring needs.
- Ensure the success of tickets and projects by helping the team plan the most efficient way of handling on-site related tasks.
- In conjunction with leadership, work on various projects across departments (including operations, tech, and customer service).
- Exemplify and champion superior client communication and service.
- Emphasize quality, continuous improvement and high performance.
- Enact and champion company policies.
- Track, route and redirect issues to correct resources and internal team for support.
- Balance support ticket threads, task execution and project work for timely completion.
- Escalate unresolved client queries to the next level of support properly and in a timely manner.
- Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
- Train and mentor the tech team on proper customer service strategies, including issues that are specific to the client you are focused on.
- Obtain and maintain technical certifications as required.
- Other duties as assigned.
- Ability to move equipment and lift 50 lbs. as required.
By joining us as a Technical Account Representative, you will not just be stepping into a new job - you'll be taking a crucial role in a transformative journey, both for TurnPoint and the clients we proudly serve. If you're ready to take your customer service and technical skills to the next level in an exciting, fast-paced environment, we can't wait to hear from you.
Top Skills
Airtable
Apple Operating Systems
Asana
Microsoft 365
Microsoft Outlook
Microsoft Teams
Onenote
Windows 11+
Windows Server 2022+
Zendesk
TurnPoint Seattle, Washington, USA Office
421 3rd Ave W, Seattle, Washington , United States, 98119
Similar Jobs
Healthtech
The Customer Support Manager will oversee customer operations, respond to support tickets, build scalable processes, track metrics, and enhance customer experience through data analysis and tooling optimizations.
Top Skills:
Api IntegrationCustomer Support ToolsPylon
Cloud • Software
The Technical Account Manager ensures premium support for named accounts, working on break-fix issues, optimizing systems, and enhancing customer engagement while maintaining FedRAMP compliance.
Top Skills:
CiscoCloudDockerHyper-VJavaScriptJuniperKubernetesKvmLinuxPythonSaaSVirtualboxVMware
Cloud • Software
Support customers by diagnosing network issues, maintaining FedRAMP services, collaborating with teams, and improving workflows through technical expertise and problem-solving.
Top Skills:
CiscoCloudDnsJavaJuniperLinuxPythonRestapiSaaSTcp/IpVirtualizationVoipXML
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
