If you excel in this role, there is a clear path to more customer sales focus roles, like our Account Manager role.
Technical Account Manager $60,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($30 USD/hour)
Not accepting applications on crossover.com at this time.
Description
Do you work as a technical support rep, but are tired of ticket resolution after ticket resolution? Do you thrive on interacting with clients to get them past their frustration while listening for understanding of the real issues? Do you like leveraging your technical background to connect both the customer and the 3rd party support team to understanding of the root cause?
This is an exciting position that allows you to put your technical background to work expediting the resolution of customer problems without having to delve into the coding yourself! You will be the customer's primary point of contact when issues arise and it will be your responsibility to drill down on the issue and communicate progress throughout the fix process. This is an opportunity to leverage your customer service skills and technical background into a new role focusing on the things you love the most.
What you will be doing
You will be providing a technical support concierge service that facilitates the effective resolution of technical issues. You will be an ear to your customers and will help prioritize and communicate their technical issues to people that will solve them.
What you will NOT be doing
This is not a role focused on creating use-cases or adding products to the customers pipeline. You won't spend your day opening tickets or solving them. In this role you focus on listening to your customers to ascertain the most effective and efficient solution route within the company process.
Key responsibilities
- Working with customers to understand their technical issues and prioritize their top tickets in rank order
- Providing escalation communications for customers on existing or new top tickets (e.g., showstoppers)
- For those top tickets, providing a higher level of insight for customers into Central activity to resolve them. Additionally, providing a greater degree of contextual insight to Central on the issues. As required, escalation as needed
Candidate requirements
- Excellent Listening Skills leading to a complete assessment of the problem for effective resolution within ESW processes
- Technical background leading to great understanding of the potential issues
- Excellent Customer retention skills
Nice to have
- Cloud development knowledge (e.g., AWS, Aurora databases, Docker, Kubernetes, storage)
- Technical experience in one of our Aurea platforms such as Jive, Lyris or Xant, or ability to learn new products
How it works
Applying for a role? Here’s what to expect.
We’ve curated a series of steps that take the guesswork (and cognitive bias) out of recruiting the best person.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
STEP 6
Celebrate!
Frequently asked questions
What you will learn
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Why Crossover
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
