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Technical Support Account Manager
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Reporting to the US Customer Support Manager, you will be part of the North American team of Support Account Managers (SAMs), managing and resolving customer incidents for Sinchs regional key Enterprise customers. On one hand you will work reactively to identify and resolve all escalations to the Support organisation from your defined customer account(s), with the aim of providing a consistent level of resolution assistance and high customer satisfaction for issues with your assigned top tier customers and respective Sinch account managers, whilst liaising closely with the 24x7 Global Support team based in Sweden. In a proactive capacity, you will analyse your customers traffic patterns and identify anomalies in message delivery rates, including unexpected/artificially inflated submission spikes or abnormal delivery failures rates, alerting the customer to confirmed issues and resolving them as required. In addition, any critical situations may involve internal and/or external emergency response bridge/conference attendance, to provide the customer with status updates on any platform outage or traffic routing failure situations. You will hold regular reviews with your assigned customer(s) and/or the account management team to review high priority tickets, while identifying any recurring issues that need to be brought to the attention of the higher-level support teams for proactive customer management. You will contribute to regular cross functional internal meetings to drive service and satisfaction improvements for your assigned accounts. Principal Duties and Responsibilities: Monitor and address all tickets and escalations from your assigned customers Monitor customer traffic patterns and address identified anomalies immediately Attend any incident bridges for critical issues that impact your customers(s) Update your Support Manager on a weekly basis Work with your Support Manager to 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 Address any warm issues that have the potential to turn into hot escalations with high visibility at executive level Use SLA timescales to assess overdue tickets and to work with the 24x7 Support team to resolve if necessary Always keep the account team and customers up to date for owned tickets Covering assigned secondary accounts for peer colleagues during their absence Assist with drafting incident reports (root cause analysis) following any high-profile outage or customer impacting error Regular reporting of ticket resolutions and SLA metrics. Document solution, configuration or process details in internal knowledge bases and CRM systems. Job Qualifications: Engineering degree in telecommunications or equivalent technical experience A minimum 3 years experience in a technical support position preferably working with Enterprise level companies. Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials and solid knowledge of network access, server functionality & troubleshooting User experience of Windows and Linux Operating Systems and experience with UNIX/Linux command line interface (shell) Working knowledge of mobile devices and web protocols (SMPP, HTTP, XML, etc) You will have excellent (English language) communication skills written and spoken Self-motivated individual; able to work independently Strong personal accountability regarding decision-making and able to handle stress and peak messaging periods in a calm and constructive way. Proven ability to meet tight deadlines and take on multiple assignments Exposure to Atlassian jira service management, or a customer support ticketing system an advantage, as is exposure to knowledge management tools (Confluence), business intelligence / big data reporting tools (e.g. Business Objects, Tableau, SQL command line interface) Job Location: Atlanta, USARequirementsMust Reside in Atlanta, GA. Thiis role is Hybrid for local candidates only.


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