Technical Account Manager

2 months ago

Melbourne, Victoria, Australia Deputy Full time
Job Title: Technical Account Manager

At Deputy, we're on a mission to empower businesses to build thriving workplaces. As a Technical Account Manager, you'll play a pivotal role in ensuring seamless technical assistance and project delivery.

Responsibilities:
  • Act as a key intermediary between Support, TAM, Delivery Services, and Engineering teams to expedite custom work processes
  • Prioritize and triage CW inquiries received via various channels
  • Provide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requests
  • Build and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfaction
  • Support Senior Technical Account Managers by creating reference materials and problem/solution slides as needed
  • Contribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectiveness
  • Conduct weekly checks of incoming custom work requests and triage them accordingly
  • Help create, maintain, and update knowledge base articles, FAQs, and other self-help resources to empower customers and reduce support workload
  • Address customer requests related to previously completed custom work and change requests
  • Provide support for various technical issues and documentation requirements as needed
  • Gather feedback from customers to identify areas for improvement and work with relevant teams to address any issues
  • Assist with tracking and reporting on TAM team key performance metrics
Objectives:
  • Facilitate operational excellence within the TAM department
  • Support the CS department in providing world-class customer service and technical assistance
  • Communicate technical issues and concepts effectively to stakeholders (both internal and external)
  • Enhance industry knowledge through continuous learning
  • Support long-tail technical requests and requirements of customers/team
Requirements:
  • Excellent written and verbal communication skills to support the TAM and Delivery teams in reaching their business objectives and departmental goals effectively
  • Strong follow-up skills and the capacity to collaborate across functions
  • Adaptability and flexibility to manage changing priorities efficiently, ensuring smooth task and project management
  • Prior experience in technical support and application troubleshooting
  • Effective team player with experience working across departments and with various stakeholders to achieve common goals
  • Familiarity with tools and platforms such as Zendesk, Slack, and project management software is highly regarded
  • Previous experience in a technical support role, providing assistance with troubleshooting and resolving technical issues
  • Experience in supporting or managing technical projects, ensuring alignment with project goals and timelines
  • Demonstrated commitment to continuous learning and staying updated with new technologies and industry trends
Employee Perks:
  • Ownership in the company via Share Options
  • Paternity/Maternity Leave Policies
  • Flexible Remote-First Work Policy
  • Company-wide Development & Coaching
  • Hackathons
  • Awards - "Your Time to Shine & Celebrate Success"
  • Social Events & variety of social clubs (Books, LGBT, Games, Sports)
  • Mental Health Support
  • Munch & Learns

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspectives and skills.

#LI-Hybrid

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