At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

We are seeking a high-energy, organized individual to join our team as our very first Technical Account Manager.  This individual will manage assigned client ticket escalations, help clients resolve more serious issues, log/track/troubleshoot bugs. In addition, this individual will work with vendors to ensure our software is up and running, and own technical client relationships, perform managed services tasks for assigned clients.

The ideal candidate may work remotely but, should have experience with SaaS technology. The position requires the ability to multi-task between various softwares, client relationships, while communicating with a sense of urgency. 

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines.

Who We Are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates. We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach.

What You Will Do:

• Manage escalated tickets and ensure proper testing and troubleshooting was done at all levels
• Provide coaching to clients, customer success and engineering.
• Provide coaching to Level 1 and Level 2 Technical Support Representatives.
• Help clients with more complex problems. 
• Perform managed services on assigned client accounts
• Own the technical relationship with assigned client accounts
• Perform project management for consulting engagements as necessary
• After Hours Support / Weekend Support as needed
• Other duties as assigned

Who You Are:

• Bachelor’s Degree (preferred) and 5 year(s) progressively responsible, related experience.
• 3+ years in a Technical Account Manager role or performing Technical Account Management duties
• 2+ years of experience working with an outbound dialer platform
• 3+ years of advanced networking and technical support experience 
• 1+ years of VOIP experience (SaaS VOIP preferred)
• 2+ years of Hardware and Software troubleshooting experience
• 3+ years of SaaS troubleshooting experience in a Tier 2 capacity (console debugging, data analysis, root cause analysis, etc.)
• 3+ years of call center or dialer software experience

Skills/Abilities:

• Ability to analyze complex data and develop innovative recommendations and solutions
• Ability to take ownership of escalated client issues
• Excellent planning, organizing, and project management skills
• Excellent verbal, written and presentation skills
• Strong customer, quality and results orientation
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and manage various projects
• Ability to assist in facilitating progressive change
• Ability to coach and train colleagues effectively
• Self Starter takes initiative to do whatever it takes to achieve objectives

What You Will Gain:

• Surrounded by colleagues who are committed to helping each other grow.
• Energized work environment with the support and tools you’ll need to succeed.
• Learn and professional development opportunities.

Work Perks Worth the Hype:

• Stock options
• PTO, Paid Sick Time 
• Casual Dress
• Company Outings - On and offsite team building events
• Family Lunch Friday's (lunch provided to all employees)
• UberEats gift cards for employees during Covid (to replace Family Lunch Friday’s)
• Fully stocked kitchen (vegetarian friendly)
• Leadership Development Program
• Your birthday off
• Monthly Gym Reimbursement 
• Monthly massages
• Free Parking
• Apple laptop