Registry Technical Account Manager I

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.

Job Specifications

• College Degree or equivalent experience with a specific focus on Internet technology and customer support
• Minimum two (2) years professional technical experience
• Demonstrated customer support experience required
• Strong clear verbal and written communication skills required
• Strong Customer Relationship Management (CRM) strategy and service ethic
• Excellent interpersonal skills and able to communicate with a wide range of clients
• Excellent analytical, research, numeracy, and problem-solving skills.
• Ability to handle customer escalations
• Confident consultation skills demonstrating comfort in approaching customers
• Ability to explain complex information in simple terms and deliver clear and concise client recommendations
• Ability to multitask and leverage escalation procedures.
• A foundational understanding of Web Services, XML, and computer networking is preferred, but not required.
• Proficient in Salesforce or similar ticketing system
• Proficient in Excel including pivots and reporting as needed

Physical and Mental Demands

These physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Sitting or standing at a desk for up to four hours at a time
• Use of a computer for 85% or more of each shift or workday
• Regular, predictable, full-time attendance
• Works remotely
• Ability to work a flexible schedule
• Regularly required use of hands/fingers, speak and listen
• Specific vision abilities include close vision, color vision, and the ability to adjust focus
• Low to moderate noise volume
• Reasonable accommodations may be made to enable the performance of essential job functions

All your information will be kept confidential according to EEO guidelines.