Remote Technical Account Manager. Job in London, UK NICE

Who you are

• 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

Desirables

• 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

What the job involves

• 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