Technical Account Manager (TAM)- A2P Support Specialist

Communication Technology Services Inc; Orlando (FL); Remote; USD 48,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Technical Account Manager, where you'll play a crucial role in supporting and troubleshooting innovative managed services for enterprise customers. This exciting position allows you to leverage your technical skills and communication prowess in a fully remote environment, while also engaging with a dynamic team. You'll be responsible for managing customer accounts, resolving issues efficiently, and contributing to product development in the rapidly evolving telecommunications industry. If you're ready to make a significant impact and grow your career in a supportive atmosphere, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off (PTO)

Paid Holidays

401K

Qualifications

• Strong troubleshooting skills with a technical mindset.
• Proficient in Excel and Google Suite for reporting.

Responsibilities

• Respond to customer tickets promptly and keep them updated.
• Troubleshoot customer issues and suggest product improvements.

Skills

Excel

Word

Google Suite

Troubleshooting

Communication Skills

Database Understanding

Tools

MySQL

UNIX

Ticketing System

Internal Database (AMS)

Job description

Career Opportunities with Communication Technology Services Inc

A great place to work.

Technical Account Manager (TAM)- A2P Support Specialist

**100% remote role, candidates can reside anywhere in the contiguous United States. However, this role requires travel on a "as needed" basis.

Communication Technology Services (CTS) is building a next-gen (4G & 5G) managed service business to provide enterprise customers with a turnkey Private Cellular Network (PCN) for mission critical business applications and wireless connectivity needs.

This role is responsible for troubleshooting CTS’ iCODE and SNAP products. The ideal candidate will have strong communication skills, a technical mindset, work well in a collaborative, team setting, & the innate ability to troubleshoot.

Key Responsibilities

1. Ticketing System:
   • Respond to customers’ tickets promptly.
   • Keep vendors and/or customers informed on the status of their requests and tickets up to date - no ticket should go a week without an update unless previously communicated to the customer.
   • Close customer tickets as soon as possible.
2. Troubleshooting:
   • Complete tasks that require detailed investigation, analysis, and problem-solving skills.
   • Troubleshoot customer issues (viewing database logs).
   • Complete short code testing, as needed.
3. Reporting:
   • Provide data to Senior TAMs so they can create and update existing Excel spreadsheets as well as original reports.
   • Submit timely data reports and documents on the results of work activity.
   • Digest reports to find issues early, uncover potential opportunities, and process problems.
4. Product:
   • Tracking product development.
   • Identifying product issues.
   • Suggesting new features.
5. Account Management including:
   • Customer service via phone & email.
   • New Customer Onboarding.
   • Constantly assess potential new opportunities from current customers.
6. Compose and prepare reports, correspondence, and emails.
7. Process monthly billing report (database script) and provide the Excel spreadsheet & assist Finance with billing questions.
8. Work with Senior TAMs to constantly improve iCODE and SNAP products and revenue potential.

Skills & Experience

• Strong Excel, Word, Google Suite, Troubleshooting.
• Ability to learn & master internal systems
  • Ticketing System.
  • Internal Database (AMS).
• Software/ Databases:
  • MySQL.
  • UNIX.
• Good communication skills, meticulousness, ability to troubleshoot issues & has a basic understanding of databases and Command lines.

Industry - Preferred

• Wireless Communications & Telecommunications.
• A2P Industry Knowledge.

Salary $48-50K commensurate with experience

This is a full-time, salaried position and we offer benefits including Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays, and 401K.