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Technical Account Manager

3 hours ago
United States
Lead
Technical Account Manager
Customer and Technical Support
CRM SQL TCP/IP
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 138

Description

  • Take ownership of key customer relationships and act as the customer advocate within NiCE from pre-go-live onward.
  • Resolve complex technical and customer service issues for large, challenging accounts, including high-stakes situations.
  • Hold regular account reviews to understand customer needs, open issues, and business objectives.
  • Partner with Technical Support, Professional Services, Product Management, and Engineering to ensure issues and requests are handled within SLA targets.
  • Ensure customer satisfaction, retention, and referenceability across assigned accounts.
  • Help customers expand their use of NiCE products and services.
  • Support customers in overcoming issues that affect their success using the platform.
  • Contribute to improving internal processes and technology through customer feedback and issue resolution.

Requirements

  • 8+ years of experience in a technical, service, customer service, call/contact center, telecommunications, or service delivery role.
  • Demonstrated technical problem-solving ability.
  • Excellent analytical and advanced troubleshooting skills with end users or customers.
  • Working technical knowledge of contact center software, design, and functionality.
  • Experience communicating at both technical and functional levels while maintaining strong business rapport.
  • TCP/IP networking knowledge and exposure to VoIP technology (preferred).
  • Comprehensive knowledge of TCP/IP and telecom circuits from DS0 through OC-48 (preferred).
  • Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP (preferred).
  • Basic scripting fundamentals and experience using SIP signaling (preferred).
  • Competence in database and SQL concepts and scripting (preferred).
  • Strong software, telecommunications, and IP telephony knowledge (preferred).
  • Analytical, inquisitive, service-oriented, team-oriented, and friendly demeanor, with an early-adopter mindset (preferred).

Benefits

  • Opportunity to join a fast-growing, global market leader in a collaborative, creative, and fast-paced environment.
  • Endless internal career growth opportunities across multiple roles, disciplines, domains, and locations.
  • Work with highly experienced teams on challenging, high-impact customer accounts.
  • Opportunity to learn and grow in a company recognized for innovation in AI, cloud, and digital.
  • Equal opportunity employer environment.

Interested in this position?

Apply directly on the company website

Apply Now

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