The Technical Account Manager I (TAM-I) is an integral part of the Registry Customer Support Team. This position takes ownership and works alongside the technical and operational organizations to optimize Customer Experience, System Quality, and Operational Efficiency.
Responsibilities include handling all support cases and inquiries, including supporting customers who use Registry products and tools along with monitoring and troubleshooting the Registry platform, product set, and customer integrations to the product suite.
The expectation for this position is to be able to solve a high percentage of customer inquiries via Web, Email, and Phone connected to a Support Ticketing System, and work directly with the external Customers and internal Team Members to identify and resolve customer issues.
The Customer Support team works on a 365x24x7 roster. This position may be required to work weekends and evenings.
Essential Duties and Primary Accountabilities
- Fields help desk calls, chat, email, and/or other communication from users with inquiries regarding Registry systems, products, policy compliance, and similar concerns.
- Maintain customer tickets with current information and provide draft updates for support documentation if requested.
- Assist customers with the use of the Registry product suite. Collect, analyze, investigate, and resolve customer-facing issues based on the facts presented by the customer and knowledge of the product line. Applies knowledge of Registry systems and products to solve problems.
- Consult with users to determine steps and procedures taken to identify and resolve the problem.
- Be an integral part of a team environment and act as a central subject matter expert for appointed issues and customer inquiries.
- Collaborates with other staff to research and resolve customer-facing issues.
- Collaborates with product managers and engineering team(s) to explain errors and/or recommend modifications in customer systems.
- Strong organizational skills
- Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Maintain Email, Phone, and Ticket response times in accordance with SLAs.
- Provides timely escalation of issues within the organization as necessary
- Performs other related duties as assigned.
- Maintains and seeks knowledge of Registry technology innovations and trends.
- Available for multiple schedules for 24x7x365 support hours.
