Associate Technical Account Manager
Deputy
IT, Sales & Business Development
Melbourne, VIC, Australia
Posted on Sep 20, 2024
At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces.
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!
Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
The Technical Account Manager (TAM) will play a pivotal role in ensuring seamless technical assistance and project delivery. By working closely with global Senior Technical Account Managers (STAM), Delivery, Support, and Customer Success (CS) teams, the TAM will help resolve customer and employee challenges and drive operational excellence within the team.
Responsibilities
- Act as a key intermediary between Support, TAM, Delivery Services (DS), and Engineering teams to expedite custom work (CW) processes
- Prioritise and triage CW inquiries received via various channels
- Provide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requests
- Build and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfaction
- Support Senior Technical Account Managers by creating reference materials and problem/solution slides as needed
- Contribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectiveness
- Conduct weekly checks of incoming custom work requests and triage them accordingly
- Help create, maintain, and update knowledge base articles, FAQs, and other self-help resources to empower customers and reduce support workload
- Address customer requests related to previously completed custom work and change requests
- Provide support for various technical issues and documentation requirements as needed
- Gather feedback from customers to identify areas for improvement and work with relevant teams to address any issues
- Assist with tracking and reporting on TAM team key performance metrics
Objectives for our TAM
- 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
Skills & Experience
- 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
Employee Perks
- Ownership in the company via Share Options
- Paternity/Maternity Leave Policies
- Flexible Remote-First Work Policy
- Company wide Development & Coaching
- Hackathons
- Awards - "Your Time to Shine & Celebrate Success"
- Social Events & variety of social clubs (Books, LGBT, Games, Sports)
- Mental Health Support
- Munch & Learns
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
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