Technical Account Manager.
Skills
Account ManagementCustomer SatisfactionDS0Private Branch ExchangeResolving IssuesScriptingSkilled Multi-Tasker
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 6+ years in a Technical/Service role in software, telecommunications or customer service, call/contact center, and/or service delivery
- Demonstrated technical problem solving proficiency
- Excellent analytical and troubleshooting skills with end-users/customers
- Excellent customer service and communication skills, both verbal and written
- Ability to multitask and work well in a fast-paced environment
- Proficient in Microsoft Office applications
- Able to work with little supervision and complete projects
- Working technical knowledge of contact center software/design/functionality
- Demonstrated experience in a fast-paced environment and meeting customer time constraints
- Implementation: broad skills in both technology and analysis; experience in communicating at a technical and functional level while managing business rapport
Nice to have
- TCP/IP networking knowledge and VoIP technology exposure
- Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
- Experience in SIP signaling
- Proficient in additional languages e.g., French, Spanish, German
Day to day
- Taking ownership of customer relationships post-purchase and serving as their advocate within NICE CX
- Engaging with customers before they go live and maintaining a close relationship to ensure their success
- Resolving complex technical and customer service issues while improving processes and technology
- Expanding customer usage of products and providing training to ensure customers get the most out of their investment
- Developing business cases to drive product and service improvements based on customer feedback