Technical Solutions Consultant

3 weeks ago

Melbourne, Victoria, Australia Deputy Full time

Overview

The role of the Associate Technical Account Manager at Deputy involves working closely with various teams to ensure seamless technical assistance and project delivery.

Key responsibilities include acting as an intermediary between Support, TAM, Delivery Services, and Engineering teams, prioritizing and triaging custom work inquiries, providing technical solutions, and building relationships with key customer contacts.

Responsibilities

  1. Act as a key intermediary between Support, TAM, Delivery Services, and Engineering teams to expedite custom work processes.
  2. Prioritize and triage custom work inquiries received via various channels.
  3. Provide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requests.
  4. Build and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfaction.
  5. Support Senior Technical Account Managers by creating reference materials and problem/solution slides as needed.
  6. Contribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectiveness.
  7. Conduct weekly checks of incoming custom work requests and triage them accordingly.
  8. Help create, maintain, and update knowledge base articles, FAQs, and other self-help resources to empower customers and reduce support workload.
  9. Address customer requests related to previously completed custom work and change requests.
  10. Provide support for various technical issues and documentation requirements as needed.
  11. Gather feedback from customers to identify areas for improvement and work with relevant teams to address any issues.
  12. 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.

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