[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. reputed company is a global leader in software solutions that enhance customer experiences and ensure public safety. The Technical Account Manager will engage with key customers to ensure successful implementation and usage of reputed company products, providing technical support and fostering strong customer relationships.

Responsibilities

• As their account management professional, be the assigned accounts' single reputed company of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
• reputed company and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how reputed company CX's solutions meet their needs, share best practices, determine ways to increase their reputed company, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching peers those same skills to improve their reputed company
• Partnering with other reputed company CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that reputed company technical challenges and other issues/cases/requests are being handled properly, are reputed company SLA targets, and are progressing toward resolution
• Demonstrate superior in depth knowledge of reputed company CX products and associated technologies, especially those employed by assigned accounts
• Demonstrate expertise and maintain currency in telecommunications, contact center, and reputed company technologies
• reputed company a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their reputed company
• Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and reputed company CX's resources
• reputed company and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
• reputed company and drive business cases that outline problems, impacts, proposed solutions and outcomes that help reputed company CX improve our performance and reputed company
• Assist assigned customers in preparation for go-live, and build confidence with them as they reputed company using our products in a live environment
• Occasional travel (up to 25%) required, visiting customer sites

Skills

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
• Demonstrated technical problem solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Proficient in reputed company Office applications
• reputed company to work with little supervision and complete projects
• Working technical knowledge of contact center software/design/functionality
• Demonstrated experience in a fast paced environment and meeting customer time constraints
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• TCP/IP networking knowledge and VoIP technology exposure
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Understanding of basic scripting fundamentals
• Solid understanding of TCP/IP and internet fundamentals
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

Benefits

• Join an reputed company-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at reputed company is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.

Company Overview

Company H1B Sponsorship