Technical Account Manager

$60,812 - $76,015/Yr

Sinch - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

About the position

The Technical Account Manager plays a crucial role in ensuring high customer satisfaction by identifying and resolving critical issues for top-tier customers. This position involves supervising customer support tickets, addressing anomalies in customer traffic, and participating in incident management. The role also includes documenting issues in detail and providing regular reports on ticket resolutions and service level agreements (SLAs).

Responsibilities

• Supervise and address all tickets and critical issues from assigned customers.
• Supervise customer traffic patterns and address identified anomalies immediately.
• Attend any incident bridges for critical issues that impact customers.
• Identify training needs for support engineers or peer Support Account Managers.
• Research and document issues at a deeper level than basic resolution, providing detailed data on the issue and its resolution to customers and the account team.
• Regularly report on ticket resolutions and SLA metrics.

Requirements

• Engineering degree or equivalent experience in telecommunications.
• Demonstrable experience in a technical support position, preferably with Enterprise level companies.
• Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials.
• Proven knowledge of network access, server functionality, and solving technical issues.
• User experience of Windows and Linux Operating Systems and experience with UNIX/Linux command line interface (shell).
• Solid understanding of mobile devices and web protocols (SMPP, HTTP, XML, etc).
• Strong personal accountability regarding decision-making and ability to handle stress during peak messaging periods.
• Demonstrable ability to tackle multiple assignments.

Benefits

• Comprehensive medical, dental, and vision plans.
• Access to telehealth services.
• Free virtual counseling resources through the Employee Assistance Program.
• Roth and Pre-tax 401(k) options with employer match.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work options.
• Paid time off to support a volunteer program.