Associate Technical Account Manager

September 20

Apply Now

Receive Emails with Similar Jobs

Deputy

WebsiteLinkedInAll Job Openings

Intelligent Scheduling • Accountability • Attendance • Integration with Payroll • Compliance

201 - 500

Description

• 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

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