Note: The job is a remote job and is open to candidates in USA. NiCE is a global software company focused on customer experience, financial crime prevention, and public safety solutions. The Senior Technical Account Manager owns relationships with key contact center customers, resolves complex technical issues, coordinates with internal teams, and drives customer satisfaction, retention, and long-term success.
Responsibilities
- Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success
- Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues
- Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor
- Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering
- Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts
Skills
- 10 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
- Demonstrated technical problem solving proficiency
- Excellent analytical and advanced troubleshooting skills with end-users/customers
- Working technical knowledge of contact center software/design/functionality
- Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
- TCP/IP networking knowledge and VoIP technology exposure
- Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
- Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
- Understanding of basic scripting fundamentals
- Solid understanding of TCP/IP and internet fundamentals
- Extensive software, telecommunications and IP Telephony
- Experience using SIP signaling
- Competent in database and SQL concepts and scripting
- Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
Benefits
- A fast-paced, collaborative, and creative work environment
- Opportunities to learn and grow
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations
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