What are the responsibilities and job description for the Technical Account Manager (TAM)- A2P Support Specialist position at Communication Technology Services Inc?
**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
- 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.
- Troubleshooting:
- Complete tasks that require detailed investigation, analysis, and problem-solving skills.
- Troubleshoot customer issues (viewing database logs)
- Complete short code testing, as needed.
- 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
- Product:
- Tracking product development
- Identifying product issues
- Suggesting new features
- Account Management including:
- Customer service via phone & email
- New Customer Onboarding
- Constantly assess potential new opportunities from current customers
- Compose and prepare reports, correspondence, and emails.
- Process monthly billing report (database script) and provide the Excel spreadsheet & assist Finance with billing questions.
- Provide outstanding customer service.
- Work with Senior TAMs to constantly improve iCODE and SNAP products and revenue potential
Skills & Experience
- Strong Excel, Word, Google Suite, Troubleshooting
- Linux experience preferred
- 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
- Information Technology & Services
Salary $48-50K commensurate with experience
This is full time, salaried position and we offer benefits including Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays and 401K.
Salary : $48,000 - $50,000
