Remote Associate Technical Account Manager

Summary

Join Deputy, a global SaaS workforce management company, in shaping the future of hourly employment as a Technical Account Manager (TAM). The TAM will play a pivotal role in ensuring seamless technical assistance and project delivery, working closely with global teams to resolve customer and employee challenges. This is an opportunity to empower businesses to build thriving workplaces, where staff are engaged, customers are served well, and companies' profits thrive.

Requirements

• Excellent written and verbal communication skills to support the TAM and Delivery teams in reaching their business objectives and departmental goals effectively
• Strong follow-up skills and the capacity to collaborate across functions
• Adaptability and flexibility to manage changing priorities efficiently, ensuring smooth task and project management
• Prior experience in technical support and application troubleshooting
• Effective team player with experience working across departments and with various stakeholders to achieve common goals
• Familiarity with tools and platforms such as Zendesk, Slack, and project management software is highly regarded
• Previous experience in a technical support role, providing assistance with troubleshooting and resolving technical issues
• Experience in supporting or managing technical projects, ensuring alignment with project goals and timelines
• Demonstrated commitment to continuous learning and staying updated with new technologies and industry trends

Responsibilities

• Act as a key intermediary between Support, TAM, Delivery Services (DS), and Engineering teams to expedite custom work (CW) processes
• Prioritise and triage CW inquiries received via various channels
• Provide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requests
• Build and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfaction
• Support Senior Technical Account Managers by creating reference materials and problem/solution slides as needed
• Contribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectiveness
• Conduct weekly checks of incoming custom work requests and triage them accordingly
• Help create, maintain, and update knowledge base articles, FAQs, and other self-help resources to empower customers and reduce support workload
• Address customer requests related to previously completed custom work and change requests
• Provide support for various technical issues and documentation requirements as needed
• Gather feedback from customers to identify areas for improvement and work with relevant teams to address any issues
• Assist with tracking and reporting on TAM team key performance metrics

Benefits

• Ownership in the company via Share Options
• Paternity/Maternity Leave Policies
• Flexible Remote-First Work Policy
• Company wide Development & Coaching
• Hackathons
• Awards - "Your Time to Shine & Celebrate Success"
• Social Events & variety of social clubs (Books, LGBT, Games, Sports)
• Mental Health Support
• Munch & Learns