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 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
- 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
