Technical Account Manager - Fraud

Seon Technologies - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

251-500 employees

About the position

The Technical Account Manager - Fraud at SEON is responsible for providing exceptional customer service and technical support to clients in the fraud prevention space. This role involves building strong relationships with customers, troubleshooting issues, and ensuring a positive experience throughout the customer journey. The position requires a proactive approach to problem-solving and communication, as well as a commitment to helping clients succeed in their fraud-fighting efforts.

Responsibilities

• Provide exceptional service, build relationships, and champion customer experience at every opportunity.
• Monitor a range of communication channels that serve customers.
• Provide technical and functional support to client-side and in-house technical teams and end-users directly.
• Document issues, update ITSM software, and maintain the knowledge base.
• Own issues through to resolution, acting as the primary customer interface.
• Ensure timely communication as part of customer service excellence, adhering to SLAs.
• Troubleshoot issues and configuration problems to identify solutions or escalate to internal teams.
• Escalate and liaise with internal, third-party, and client-side technical development and infrastructure teams.
• Support new customer onboarding and assist with configuration processes.
• Conduct training for new joiners and assist in internal projects.
• Provide feedback and suggest needed changes to improve processes.
• Analyze and report product malfunctions.

Requirements

• Exceptional communication and interpersonal skills, with a high level of verbal and written language skills.
• Strong aptitude for learning new technology and concepts.
• Experience in supporting cloud, web browser-based software, with an understanding of APIs is an advantage.
• Strong troubleshooting skills.
• Experience using Slack, Skype, Gmail, Postman, JIRA, and helpdesk/service desk ticketing systems.
• At least 3 years of experience in the field of Fraud/AML/Cybercrime as an analyst.
• Analytic mindset.
• SQL experience is an advantage.

Nice-to-haves

• Experience in fraud prevention or related fields.
• Familiarity with customer success metrics and strategies.

Benefits

• Employee stock ownership plan (ESOP)
• Access to significant opportunities for learning and development
• Hybrid working environment (2-3 days in the office per week)
• 100% Employer-paid benefits for employees + dependents
• Generous holiday allowance
• Paid Maternity and Enhanced paternal leave
• Access to continuous development tools & a strong coaching culture
• Work from anywhere' 60-day remote work
• Monthly company breakfast and weekly Lunch allowance
• Complimentary weekly language courses