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 at Sinch is responsible for managing critical issues for top-tier customers, ensuring high levels of customer satisfaction and effective resolution assistance. This role involves supervising customer support tickets, analyzing traffic patterns, and contributing to internal meetings aimed at improving service quality. The position requires a strong technical background and the ability to handle multiple assignments effectively.

Responsibilities

• Supervise and address all tickets and critical issues from assigned customers.
• Monitor customer traffic patterns and address identified anomalies immediately.
• Attend incident bridges for critical issues impacting customers.
• Identify training needs for support engineers or peer Support Account Managers.
• Research and document issues in detail, providing comprehensive data on resolutions to customers and the account team.
• Regularly report on ticket resolutions and SLA metrics.

Requirements

• Bachelor's degree in Engineering 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 with Windows and Linux Operating Systems, including UNIX/Linux command line interface (shell).
• Solid understanding of mobile devices and web protocols (SMPP, HTTP, XML, etc).
• Strong personal accountability in decision-making and ability to handle stress during peak messaging periods.

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 for volunteering activities.