Technical Account Manager

Technical Account Manager at ParkChirp Technical Account Manager at ParkChirp in Des Plaines, Illinois Posted in 3 days ago.

Type:

full-time

Job Description:

About ParkChirp ParkChirp is an enterprise software platform that is transforming an antiquated, analog industry. We provide our clients with streamlined, scalable, data-driven software, improving the customer experience and creating an immediate ROI. Currently, the platform processes approximately $1B in revenue through various channels and products, with a large and diverse national client base. The company's founders are involved in the day-to-day management and operations of the company. We are seeking an experienced, motivated Technical Account Manager to support our growth. Duties We're looking for a driven, results oriented candidate to join our support team. Our customers are regional and national parking garage operators who use our software to invoice, report, and administrate parking in their garage. The role will work directly with clients to onboard locations and customers, and to manage ongoing relationships. We've recently converted from email inbox-based support to using Freshdesk as a support ticketing system.

Technical Account Manager responsibilities:

Onboard new clients, their parking facilities and parking customers Directly manage client relationships, including training and troubleshooting Triage inbound support tickets Reply to customers in a timely fashion via email or phone Partner with other team members to seek answers to product issues you don't understand Expand our knowledge base to improve ticket resolution efficiency Help develop better customer support processes as we transition from email support to using a ticketing system Write detailed tickets for developers when bugs are identified Identify and escalate high frequency or high impact customer ticket trends Experience & Requirements 2+ years of customer support experience required Must be effective at communicating with internal development and QA staff as well as customers Must be comfortable interfacing with customers via both email/phone and guiding customers using screen share sessions Must be proactive, monitoring Slack channels/ticketing dashboard and volunteering to tackle testing and support as tickets are ready Self-starter who comprehends processes and hits the ground running Strong work ethic, with a drive to accomplish a lot each workday Positive attitude and desire to identify and fix problems Ability to extract information from customers to quickly get to the source of their problem Ability to rapidly learn a new software application and begin assisting customers who use it on a daily basis Benefits Health insurance Dental insurance Vision insurance Paid time off Schedule Monday through Friday during customary business hours This is an in person job at our office (4 E Ohio Street, Chicago

IL 60611

) Weekend availability during periods with heavy client demand