Remote Technical Account Manager

Summary

Join our team as a Technical Account Manager and contribute to providing exceptional customer satisfaction by identifying and resolving critical issues, attending internal meetings, and reporting ticket resolutions.

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

Responsibilities

• 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 24x7 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

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 you're the most productive and successful. It's 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