Technical Account Manager

Our Technical Account Managers work to identify and resolve all critical issues to the Support organization from our top tier customers, with the aim of providing a consistent level of resolution assistance and high customer satisfaction for issues. Our Technical Support Account Managers contribute to regular multi-functional internal meetings to drive service and satisfaction improvements for our clients.

Supervise and address all tickets and critical issues from your assigned customers

Supervise customer traffic patterns and address identified anomalies immediately

Attend any incident bridges for critical issues that impact your customers(s)

Identify any training needs that may become apparent for the 24×7 support engineers or peer Support Account Managers

Research and document issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution – to both customers and the account team

Regular reporting of ticket resolutions and SLA metrics

Requirements

Engineering degree or equivalent experience in telecommunications.

A demonstrable experience in a technical support position – preferably working with Enterprise level companies.

Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials and proven knowledge of network access, server functionality & solving technical issues.

User experience of Windows and Linux Operating Systems and experience with UNIX/Linux command line interface (shell)

Solid understanding of mobile devices and web protocols (SMPP, HTTP, XML, etc)

Strong personal accountability regarding decision-making and able to handle stress and peak messaging periods in a calm and constructive way.

Demonstrable ability to tackle multiple assignments

Benefits

STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

WORK WHEREVER: Our flexible remote work offerings allow you to work wherever youre the most productive and successful. Its what you do, not where you work, that matters.

MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is between $60,812 – 76,015. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until October 24th 2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.