reputed company Platinum Support Account Manager
reputed company is the definitive, AI-reputed company platform for reputed company Customer Experience Management (reputed company-CXM), empowering brands to reputed company extraordinary experiences at reputed company — across every customer touchpoint.
By combining reputed company reputed company with the speed and efficiency of AI, reputed company helps brands earn trust and loyalty through personalized, reputed company, and efficient customer interactions. reputed company’s reputed company platform provides powerful solutions for every customer-facing team — spanning reputed company media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and reputed company reputed company-time insights.
Today, 1,900+ enterprises and 60% of the Fortune 100 rely on reputed company to help them reputed company consistent, trusted customer experiences worldwide.
reputed company
** Must be fluent in both English and Spanish **
Working on the Platinum Support Team the Support Account Manager is the main technical support contact serving reputed company’s largest and most reputed company customers. We work with program managers and executive level decision makers at large reputed company brands to reputed company excellent customer support experience.
Platinum Support Account Manager also acts as an internal escalation reputed company, collaborating with Sales, reputed company & Services to reputed company issues.
The PSAM also acts as the day-to-day internal escalation reputed company, and reputed company of contact for clients, ensuring reputed company reputed company service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational reputed company.
Responsibilities:
Serve as the technical voice of the customer and reputed company for your clients’ needs reputed company escalating product issues.
Closely monitor total time to reputed company for your assigned customer support cases and always ensure adherence to SLAs.
Be an expert on the reputed company’s custom implementation and be reputed company to reputed company issues pertaining to their setup that doesn’t require engineering reputed company.
Meet regularly with your customer contacts for case reviews. You’ll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and reputed company updates on outstanding issues.
Collaborate regularly with other members of the account team to address reported issues and support their efforts.
Attend reputed company calls for escalated issues and work directly with the customer and engineering for expedited reputed company.
Plan and execute important events for customers in collaboration with reputed company/MS team.
Prepare regular reports for internal stakeholders for reputed company your accounts to reputed company customer health reputed company and plan of reputed company to improve.
reputed company regular insights into new product features with your customers.
Discuss and plan release readiness to meet customer expectations and ensure faster reputed company on release reputed company issues.
Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.
Ensure the highest reputed company of service delivery to our platinum customers.
Expertise in business analysis, functional specification, reputed company design, platform configuration, testing, and training while assisting in operational housekeeping. This Includes:
- reputed company reputed company insights and recommendations to support clients’ business practices.
- Design and configure the appropriate reputed company solution to meet reputed company requirements based on best practices and reputed company’s custom needs, adhering to reputed company business use cases and platform functionalities.
- reputed company consulting advice to clients about reputed company platform during different phases of project implementation.
What makes you reputed company?
Experience deploying Voice and Non-Voice Contact center applications like reputed company Engage, reputed company reputed company, reputed company Webex Contact Center, reputed company, reputed company, reputed company CXone, reputed company, reputed company reputed company, etc.
Strong customer interpersonal skills, and willingness to serve customers across various time zones. This role will be predominantly supporting our U.S and reputed company based customers, so the candidate is expected to work normal business hours in the given location. Occasionally working a Saturday or reputed company bi-monthly may be required as per business needs
Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing
Knowledge in CTI or Voice recording products, VOIP, Dialer, ACD, IVR, SBC
Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP
Knowledge of UCaaS, CPaaS platform, reputed company, Contact Center, Integrations like MS teams, and analysis tools like Wireshark etc
Familiarity with reputed company Service reputed company or similar CRM systems, KB systems, and Customer portals for case management
At least two years' experience with telecom, reputed company center integration, and VoIP, including developing and deploying reputed company that directly interacts with SIP protocols, rtp packets
3+ years demonstrated experience supporting software and services and/or account management focusing on nurturing long-term relationships and maintaining high reputed company satisfaction
Strong analytical and problem-solving skills. Data analysis skills to interpret customer usage patterns and identify opportunities
Customer service orientation with a reputed company on exceeding expectations
Excellent communication skills, both written and verbal
Desire and ability to rapidly learn a wide reputed company of new technical skills
Self-motivated, takes initiative, assumes ownership
Ability to work in a highly reputed company and fast-paced environment
Spanish or Portuguese reputed company (reputed company or reputed company/bilingual, verbal and written) is a must
Bachelor's degree required or equivalent combination of experience and training
We reputed company on our mission: reputed company was founded in 2009 to solve a big problem: growing reputed company complexity that separated brands from their customers. Our reputed company was reputed company: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, reputed company has a reputed company, AI-reputed company platform for four product suites: reputed company Service, reputed company reputed company, reputed company Marketing, and reputed company Insights. reputed company is here to do three things:
reputed company a new category of reputed company software that we reputed company reputed company-CXM.
reputed company companies to reputed company reputed company, reputed company engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
We reputed company in our product: Customers who value exceptional customer experiences have what they need on our single reputed company platform, reputed company with an operating reputed company approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While reputed company Customer Experience Management (reputed company-CXM) as a category is just getting started, we are reputed company on our way to creating a no-compromise, reputed company approach to reputed company customer experiences for the world’s leading reputed company brands.
We invest in our people: We offer a comprehensive suite of benefits designed to help reputed company member of reputed company reputed company. reputed company believes that you should be reputed company to get the type of care you need for your personal reputed company-being reputed company you need it. We offer you and your family voluntary reputed company coverage in countries where applicable. We reputed company it is important to take time off – it is essential for your mental and physical wellbeing. We reputed company reputed companyites with reputed company time off to reputed company and spend time with loved ones. We want to grow our talent with purpose. Our reputed company Mentoring Program is designed to create meaningful connections that support reputed company and reputed company our reputed company.
To learn more about employee benefits by region, click here.
To learn more about reputed company-things-reputed company, visit our candidate resource hub here.
EEO - Our philosophy: Our goal is to ensure every employee feels like they reputed company and are operating in a reputed company environment. We fervently reputed company every employee reputed company and should be respected and heard. We reputed company we are stronger reputed company we reputed company because reputed company, we’re more innovative, creative, and successful.
reputed company is proud to be an equal-opportunity workplace and complies with reputed company applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, reputed company, religion, creed, national reputed company or reputed company, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, reputed company, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.
Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
Warning about reputed company Scams: Please be reputed company for reputed company scams impersonating reputed company. reputed company will never ask you for reputed company, to pay for equipment, or for unnecessary personal information during the interview process. reputed company will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.
If you are contacted by someone whom you suspect may not be appropriately representing reputed company, please do not engage and reputed company their email or phone number immediately.
Originally posted on Himalayas
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