Sr. Technical Account Manager
Symantec
Dublin, Blanchardstown - Ballycoolin
31d ago

About Symantec

Symantec Corporation (NASDAQ : SYMC), the world’s leading cyber security company, helps organizations, governments and people secure their most important data wherever it lives.

Organizations across the world look to Symantec for strategic, integrated solutions to defend against sophisticated attacks across endpoints, cloud and infrastructure.

Likewise, a global community of more than 50 million people and families rely on Symantec’s Norton and LifeLock product suites to protect their digital lives at home and across their devices.

Symantec operates one of the world’s largest civilian cyber intelligence networks, allowing it to see and protect against the most advanced threats.

For additional information, please visit www.symantec.com & visit https : / / us.norton.com /

Responsibilities :

The Sr. Technical Account Manager will be the dedicated technical point of contact for OEM, ISP & Retail partners supporting them with any post sales technical issues they may have.

  • Responsible for identifying, re-producing, troubleshooting and resolving Norton product issues.
  • Collaborate with other departments (internal and external) to ensure product issues / defects are reported to the correct team in a timely manner and that resolved issues / defects are appropriately fed back to the relevant partner.
  • Coordinate communications and facilitate the resolution of Partner accounts technical issues by acting as a general liaison between Support, Product Managers and Product Engineering.
  • Work with Product Management, Sales and Support Business Development organizations to develop support plans for relevant new customers and, in general, ensure that Support for OEM / SOS / Retail partners is well represented.
  • Work with content development and product group to develop training material and deliver training in the format of train the trainer to relevant 2nd level partner staff.
  • Support the partners by serving as a knowledge source. Work to ensure that 2nd level partner staff has sufficient level of knowledge to guarantee the delivery of high standard support to their customers.
  • Work with partners and internal reporting teams to ensure availability of regular reports on partner contacts and contact generators.
  • These reports will enable development and product management teams to prioritize resolution work.

  • Work on projects designed to enhance the customer experience and increase the quality and productivity of support in general.
  • Work with some supervision, reports frequently to manager and seeks approval for actions impacting operations.
  • Willingness and availability to travel is a must.
  • Success Factors : Accountability, Action Oriented, Approachability, Dealing with Ambiguity, Customer Centered, Innovation, Interpersonal Savvy, Integrity and Trust, Peer Relationships building, Listening, Patience, Perseverance, Priority Setting, Problem Solving, Time Management, Technical Ability & Learning.
  • Qualifications

  • Third level educations in information technology or equivalent work experience with industry certifications.
  • Self-managed proactive work style is necessary.
  • Time Management and ability to work through strict deadlines with strong organizational skills.
  • Flexibility and ability to multi-task effectively is a must.
  • Must have an acute awareness of international customer needs and be willing to learn about Symantec’s needs as a business.
  • Proven experience in dealing directly with customers is needed; preferably in a support background.
  • Must be an excellent communicator - both written and verbal format - and enjoy dealing with colleagues and customers in a multicultural environment.
  • Must be approachable, customer centered, action oriented, creative / innovative & a good team player.

  • Fluency in English and other languages is a plus
  • Experience in delivering training to a group of people is an advantage.
  • Must have strong troubleshooting skills in combination with technical ability and technical knowledge of desktop operating systems.
  • Follow through is a must.

  • Ability to learn on your own.
  • Beneficial to have good working knowledge of all Symantec products & systems. Solid knowledge of AntiVirus and Consumer Security products is a big advantage.
  • The ideal candidate will be self-motivated adhering to given guidelines and strong attention to detail.
  • Proven project management experience is needed.
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