Technical Account Manager - Bangalore
As a Technical Account Manager, you will be responsible for handling the end-to-end configuration of Zastraa's product suite for new customer accounts and configure the software to meet the customers business needs. The ideal candidates need to have a strong background in configuring business software applications, can handle multiple configurations at one time and enjoy working in a collaborative team environment.
Primary point of contact to the client and managing end to end Implementation process.
Set-up calls with customers to discuss status and open technical issues.
Identify and resolve any technical issues that our customers face throughout the implementation process.
Manage technical support over email, live chat and phone.
Understanding the Business requirement documents. Approved by the client and the Sales Team and configure the solution to meet the customer needs.
Manage, incorporate, test and deploy integration and/or customization requirements from the client.
Manage multiple implementations of small, medium and large size customers within the time allotted for each project
Manage all configuration communications externally and internally.
You will be managing the complete ticket life cycle (end to end), with responsibility for troubleshooting (including setup and management of customer troubleshooting sessions with engineering), communicating updates, workarounds, and resolutions to customers until the issue is resolved.
Maintain a current and thorough understanding of the product functionality
Train and assist the client in achieving 100% adoption of the features and functionalities of the solution.
Establish effective working relationships with all customers, partners and co-workers.
Collaborate & work closely with all teams in resolving complex support issues.
3 to 5 years experience in Technical Implementation and Support, supporting International clients.
Prior experience, Strong knowledge supporting/Implementing Video Conferencing Solutions and other similar cloud based services.
Technical knowledge on solution routing & switching products
Working knowledge of web-based / Cloud-based (SaaS) applications would be considered an advantage.
Strong computer application skills, customer delivery experience, managing projects related to business software such as ERP, CRM, SAAS applications
Excellent written and verbal English language with strong interpersonal and communications skills and ability to build quality customer relationships.
Bachelors/Masters in a technical field (CS/EE preferred) or equivalent.
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