Technical Account Manager (Mid-Market and Commercial)

📋 Description

• Determine how to resolve technical issues - what changes need to be made to underlying
• Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin
• Build/Execute new SQL queries for emerging issues to be used by the teams across Technical Support
• Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market
• Be accountable for the success metrics of the book of accounts.
• Own or orchestrate the resolution of cases, help build strong partnerships, and provide an

🎯 Requirements

• Minimum 2 years of experience in Technical Support or equivalent account ownership/Support
• Excellent customer communication skills in a variety of forms (written, live chat, conference
• Experience assessment of bespoke and deeply complex custom configurations that impact usability and
• Experience with addressing customer escalations and relaying concise but efficient updates to the
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues
• Experience with hardware devices, firmware upgrades, change management and related testing