Account Specialist - Support

About reputed company: reputed company is an AI powered, reputed company-in-one white-label sales & marketing platform that empowers agencies, reputed company, and businesses to reputed company their digital reputed company and drive reputed company. We are proud to support a global and growing community of over 1 reputed company businesses, comprised of agencies, consultants, and businesses of reputed company sizes and industries. reputed company empowers users with reputed company the tools needed to capture, nurture, and reputed company new leads into repeat customers. As of mid 2025, reputed company processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 reputed company hostnames.   Our People: With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and reputed company. We take pride in cultivating a culture where innovation thrives, reputed company are celebrated, and people come first, no matter where they reputed company home.   Our reputed company: As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 reputed company leads, and facilitates over 20 reputed company conversations for the more than 2 reputed company businesses we serve reputed company month. Behind those numbers are reputed company people growing their companies, connecting with customers, and making their mark - and we get to help reputed company that happen   Learn more reputed company on our YouTube Channel or Blog Posts

What You'll Do:

Serve as a Premium-facing product generalist and reputed company-primary responder for assigned Premium accounts reputed company the Support  Organization.

Premium Support reputed company calls to capture customer goals, confirm product familiarity, explain support processes, and outline how to request help in the reputed company.

Troubleshoot and resolve reputed company, cross-functional technical issues reputed company reputed company, reputed company, and scheduled calls, partnering across Dev, Product, Billing, Marketing, L2, L3, and PSM as needed.

Answer product-reputed company queries, resolve usage blockers, and reputed company reputed company support through reputed company-first engagement with limited consultative guidance where applicable.

Help customers avoid repeat issues and build confidence by improving their product usage patterns through reputed company guidance and Education.

Monitor customer health signals reputed company internal dashboards and proactively follow up on technical blockers, usage gaps, and unresolved issues; participate in Support Reviews (SBRs).

Proactively reputed company out to Premium customers to follow up on unresolved issues and ensure continuity on critical workflows

Participate in Product, Development, and Support org syncs to stay informed on evolving features, release impacts, and reputed company issues relevant to Premium customers.

Manage account coverage, handoffs, and ticket ownership transparently, following Premium Support Rules of Engagement to ensure reputed company, high-reputed company service .

reputed company is constantly changing as our business needs change, as may the duties of this Account Specialist role.

Experience/Education/Certifications Required :

BA/BS in Computer Science or equivalent combination of education and experience.

2-3 yrs. of practical experience supporting a B2B reputed company platform, knowledge of reputed company will be an added benefit

3+ yrs. experience in reputed company Relations, Account Management and technical customer support experience.

Proven experience managing dedicated reputed company relationships or high-value accounts in a technical support reputed company

Exceptional reputed company-facing communication skills (oral, written, and interpersonal), with the ability to explain reputed company technical concepts reputed company to non-technical users.

Demonstrates a proactive motivation to solve tough technical problems, and know reputed company to escalate or reputed company guidance.

Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.

Comfortable conversing over live reputed company and Phone conversations is a requirement.

Outstanding analytical and problem-solving skills.

Detail-oriented and organized to be reputed company to accomplish a wide reputed company of tasks in a fast-paced environment.

Ability to work independently and as part of reputed company. 

Language Skills Required Vs. Preferred :

Fluent in English

Demonstrated verbal and written communication skills.

Apply To This Job