Technical Account Manager II

Posted May 11

Location: Canada - Remote / U.S. - Remote

This is a remote position, so you’ll be working remotely from your home.You may occasionally visit a GoDaddy office to meet with your team for events or offsites.

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

Join our team...

The Technical Account Manager (TAM-II) is an integral part of the 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 Phone, Email and Support Ticketing System, work directly with the external Customers and internal Team Members to identify and resolve customer issues.

The Customer Support team works on a 24/7 roster. This position may be required to work weekends and evenings.

What you'll get to do...

  • Assist customers with the use of the product. Collect, analyze and solve customer-facing issues based on the facts presented by the customer and knowledge of the product line.
  • Being an integral part in a team environment and act as central subject matter expert for
  • more complex issues and customer inquiries.
  • Strong organizational skills
  • Manages high profile client relationships
  • Maintain help desk tickets with current information and provide and draft updates for
  • support documentation as required.
  • Maintain Email, Phone and Ticket response times in accordance with SLA’s.
  • Works with other Internal Departments to determine the root cause of customer facing
  • issues
  • Provides timely escalation of issues within organization as necessary
  • Drive network and system issues to resolution within GoDaddy Registry.
  • Drive strategic business decision making through detailed analytics, insights and Real-
  • Time reporting on Key Performance Indicators (KPIs) and financial results
  • Available for multiple schedules for 24x7x365 support hours.

Your experience should include...

  • College Degree or equivalent experience with a specific focus on the Internet and Customer Support
  • 3+ years professional technical experience
  • Demonstrated customer support experience required
  • Strong clear verbal and written communication and presentation 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.
  • Strong decision making skills and the ability to take the lead
  • Ability to handle customer escalations
  • Confident consultation skills demonstrating comfort 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
  • preferred but not required.
  • Salesforce or similar ticketing system a plus.
  • Proficient in PowerPoint for some slide creation and editing
  • Proficient in Excel including pivots and reporting as needed

We've got your back... Enjoy our many benefits, including paid time off, 401k, equity grants and parental leave. Join one of our employeeresourcegroups. Continue to have a side hustle, if you have one (we love entrepreneurs, remember?). Most importantly, come as you are and make your own way.

Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: North America Only

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United States


Job Info:
100% Remote
North America

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