Technical Account Manager
Epam
Guadalajara, Mexico
hace 1 hora

DESCRIPTION

You are curious, persistent, logical and clever a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems.

If this sounds like you, this could be the perfect opportunity to join EPAM as a Technical Account Manager . Scroll down to learn more about the position’s responsibilities and requirements.

Responsibilities

  • Maintain support summary about customer technical infrastructure and the product implementation details
  • Manage customer escalations, triaging highly sensitive customer support issues and facilitating war room coverage with engineers and customer contacts
  • Facilitate creation of Root Cause Analysis (RCA) documents for any High Priority case with a product bug
  • Track and provide updates on customer Feature Requests Soft Skill Requirements
  • Scoping, tracking & evaluation of new projects and deployments
  • Keep and maintain up to date technical project documentation
  • Uptime reports to both internal and external clients
  • Deployment of new technologies
  • Technology integration and migrations
  • Project technological budget
  • Provide 12x5 support for escalations
  • Advanced troubleshooting
  • Requirements

  • Fluency and strong customer service skills in English. B2+ and up
  • Can continuously monitor strategic customer cases for case spikes and product feedback, identifying trends around product area and dissatisfaction
  • Ability to communicate with strategic and top customers on sensitive cases, empathizing on customer pain points while outlining technical troubleshooting and relevant data insights
  • Ability to deliver Customer Onboarding and Service Reviews, highlighting program offerings, key support metrics, trends, and analysis
  • Ability to work across many stakeholders - strategic customer technical leads, executives, client partners and client employees to manage and resolve complex support issues
  • Fluency and strong customer service skills in English
  • Can continuously monitor strategic customer cases for case spikes and product feedback, identifying trends around product area and dissatisfaction
  • Ability to communicate with strategic and top customers on sensitive cases, empathizing on customer pain points while outlining technical troubleshooting and relevant data insights
  • Ability to deliver Customer Onboarding and Service Reviews, highlighting program offerings, key support metrics, trends, and analysis
  • Ability to work across many stakeholders - strategic customer technical leads, executives, client partners and client employees to manage and resolve complex support issues
  • Ability to read and understand technical support cases and engineering bugs, while pushing towards resolution, highlighting areas of improvement, escalating appropriate issues to the correct team in real time and retroactively
  • Ability to analyze data to deliver quality reviews - covering key performance indicators (KPIs) and quality metrics - to strategic customers and Google leadership
  • We offer

  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with a certified teacher
  • Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more.)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by EPAM & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 15 days December bonus, 25% vacation bonus)
  • Major medical expenses insurance : Life, Major medical expenses with dental & visual coverage. (For the employee and direct family members)
  • 13 % employee savings fund, capped to the law limit
  • Grocery coupons
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus : transportation, 2 weeks of accommodation for you and your family and more
  • Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación