Technical Account Manager
at Glia Technologies
Remote, British Columbia, Canada -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 24 Jan, 2025 | Not Specified | 26 Oct, 2024 | N/A | Salesforce,Swift,Software,Webrtc,Java,Kotlin,Jira,Web Technologies,Communication Skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
ABOUT GLIA
Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology… magical moments happen.
REQUIREMENTS
- 5+ years of experience in technical consulting, technical account management, solutions architecture, or other similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP
- Strong understanding of software and front-end development concepts
- Proven problem-solving skills with the ability to prioritize tasks effectively
- Excellent communication skills, both verbal and written
- Ability to articulate technical concepts to non-technical executive audiences
- Bachelor’s degree in a relevant field
How To Apply:
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Responsibilities:
- Partner with the Account Team to meet renewal and growth objectives by promoting the adoption and expansion of key platform features.
- Collaborate with Customer Success Managers (CSMs) and Solutions Architects (SAs) to align priorities and achieve customer goals.
- Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems
- Recommends and implements new routing strategies, business rules, and systems configurations
- Analyzes volumes and abandonment to identify areas for improvement in agent productivity and efficiency
- Review the configuration and accuracy of reporting dashboards and metrics
- Implements monitoring and alerts to detect risks related to downtime, performance degradation, or security
- Develop a thorough understanding of customers’ technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions.
- Monitor integrity and reliability of integrations with external systems (e.g., CRM, IVR, WFM)
- Review access controls, user permissions, and security configurations
- Assist customers with other technical issues
- Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Information Technology/IT
IT Software - Other
Other
Graduate
Relevant Field
Proficient
1
Remote, Canada
