Support Account Manager Ccaas (Remote)

About the Role: We are looking for a highly motivated and experienced Support Account Manager to join our team on a remote basis, with occasional on-site work at customer locations in the DACH region. This role is ideal for a professional with a strong background in CCaaS (Contact Center as a Service) technology, excellent analytical skills, and superb customer communication abilities. The role will start shortly, and we are accepting resumes until the end of this week.

As a key player in our customer’s Support Account Management team, you will act as an external expert working within the organization to handle service issues for large accounts, ensuring smooth operations and customer satisfaction.

Key Responsibilities:

• Serve as the technical voice and advocate for your clients, ensuring their needs are met when escalating product issues.
• Become an expert on the client’s CCaaS implementation, troubleshooting and resolving issues related to their setup that do not require engineering involvement.
• Understand the interaction between network infrastructure, CCaaS technology, customers’ systems, cloud service providers, and other vendors.
• Conduct regular case reviews with customer contacts, identifying trends in support tickets, and proposing solutions to improve customer experience.
• Lead and participate in bridge calls for escalated issues, working closely with the customer and engineering teams for rapid resolution.
• Prepare and deliver regular reports on customer health, identifying areas for improvement and action plans.
• Share updates with customers on new product features and help them prepare for new releases.
• Monitor Time to Resolution (TTR) for support cases, ensuring SLA adherence for all accounts.
• Collaborate closely with support and engineering teams to troubleshoot and resolve critical issues.
• Ensure top-notch service delivery for platinum customers.
• Provide expertise in business analysis, system design, platform configuration, testing, and training to assist in operational management.

Requirements:

Must-Have:

• Experience on the vendor side with companies like Genesys, NICE, Content Guru, Avaya, Five9, Talkdesk, Vocalcom, and a strong understanding of CCaaS technologies.
• Solid experience in CCaaS solutions, network engineering, or related roles with a deep understanding of voice traffic.
• Strong analytical and problem-solving skills, with a proactive approach to customer challenges.
• Fluent in English (German is a plus).
• Ability to work independently, take ownership, and drive solutions.
• Ability to thrive in a collaborative, fast-paced environment.
• Strong customer handling skills with a willingness to work across various time zones.
• Willingness to occasionally visit customer locations in the DACH region.

Nice to Have:

• ITIL or other relevant certifications (not mandatory but beneficial).

Start Date: ASAP (OmniIT) Application Deadline: Resumes will be accepted until the end of this week.

We are eager to find a passionate, technically skilled individual who can start shortly and help us deliver top-tier support to our clients. If you meet the criteria above and are excited about this opportunity, we encourage you to apply today!