Technical Account Manager (TAM)

Relx - Alpharetta, GA

Full-time

Alpharetta, GA

Management of Companies and Enterprises

About the position

The Technical Account Manager (TAM) at LexisNexis Risk Solutions plays a crucial role in providing technical support and guidance to customers using the ThreatMetrix Service. This position is part of a global support team that operates 24/7, requiring flexibility in working hours, including potential overnight and weekend shifts. The TAM will address a variety of customer inquiries, ranging from simple technical issues to complex integration challenges, ensuring that clients can effectively utilize the company's risk mitigation solutions.

Responsibilities

• Providing guidance and validation of software solutions for large companies to enhance online business operations.
• Testing and troubleshooting customer integrations, including desktop/mobile fingerprinting and API integrations.
• Designing escalation and enforcement workflows for customer issues.
• Following prescribed software workflows and processes to address customer inquiries and maintain service functionality.
• Determining when to escalate software/technical issues and responding to initial customer questions.
• Proactively notifying customers of service events and updates.
• Documenting processes and solutions for future reference and maintenance.

Requirements

• A minimum of 5 years previous Customer Support (pre/post sales) experience with a proven track record.
• Excellent customer-facing skills, both via email and phone.
• Basic understanding of cross-platform programming languages (e.g., Swift, Reactive Native, Flutter).
• Basic understanding of Software Development Kits (SDK) and mobile compilation.
• Understanding of SQL and ability to generate simple queries.
• Detailed knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript, or ASP.Net.
• Strong analysis, troubleshooting, and debugging skills, particularly with web workflows and websites.
• Ability to manage a diverse range of complex issues effectively.
• Self-management skills to handle rapidly changing priorities.
• Ability to collaborate constructively with other organizations, such as Engineering.
• Excellent written and verbal communication skills in English.
• Experience with online fraud is highly desirable.
• A BA/BS degree or equivalent relevant industry experience.

Nice-to-haves

• Experience with online fraud mitigation solutions.