At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.
Associate Technical Account Manager
Location: Taguig City, Philippines
The Associate TAM is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned will generally have purchased our Care Plus service package, which is the first offering in our suite of fee-based customer service packages. Accounts with higher level service packages may be assigned as the Associate TAM's abilities allow.
Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. The Associate TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.
As an Associate Technical Account Manager, a Typical Day Might Include the Following:
To Land This Gig You'll Need:
Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required. 2+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery Demonstrated technical problem-solving proficiency Excellent analytical and advanced troubleshooting skills with end-users/customers Excellent customer service and communication skills, both verbal and written Ability to multitask and work well in a fast-paced environment Proficient in Microsoft Office applications Able to work with little supervision and complete projects Working technical knowledge of contact center software/design/functionality Demonstrated experience in a fast-paced environment and meeting customer time constraints Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations. Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker. Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.Bonus Experience:
TCP/IP networking knowledge and VoIP technology exposure Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48 Understanding of network topology and telecommunications architecture (PBX, Carriers, and VoIP) Understanding of basic scripting fundamentals Solid understanding of TCP/IP and internet fundamentals Extensive software, telecommunications, and IP Telephony Experience using SIP signaling Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.