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Regent Education - Technical Support Account Manager, Client Support Frederick MD

Date Posted: 9/13/2017


Regent Education.jpgThe roles and responsibilities of the Technical Support Account Manager (TSAM) will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within the Regent Client Support organization.

 To meet these objectives, the TSAM tasks will include, but not be limited to, the following:

  • Acting as the central point-of-contact within Regent Education for a small set of clients and maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ environment
  • Planning and managing projects for scalability, optimal performance, and growth in coordination with clients and all elements within Regent
  • Understand and master the Regent Education suite of products
  • Supporting directly the Regent application regarding analytical troubleshooting and issue resolution
  • Designing and implementing testing and in coordination with client as necessary for testing and upgrade planning purposes
  • Coordinating and facilitating regularly scheduled project and status update meetings with clients
  • Developing self-help FAQs including troubleshooting steps, how-to documents, best practices, workarounds to known issues, etc.
  • Providing monthly reports to clients including ticket metrics, version suggestions, announcements, Regent news


  • Strong documentation and project management skills required
  • Excellent interpersonal communication skills required
  • Degree in engineering / computer sciences preferred
  • Knowledge of the full Financial Aid Cycle Process preferred
  • 2+ years of experience in Support and/or Client Management and/or Project Management preferred
  • Front-end software troubleshooting and configuration desired
  • Experience managing clients in a hosted environment preferred
  • Demonstrated ability to manage multiple resources in a high-interrupt environment
  • Windows Systems Administration experience preferred 

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