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RegEd · 11 hours ago

Technical Account Manager

United States

Full-time

Remote

Mid Level

$45K/yr - $65K/yr

3+ years exp

RegEd is the market-leading provider of RegTech enterprise solutions, recognized for its innovative approach to regulatory technology. As a Technical Account Manager, you will provide exceptional technical support to clients, ensuring their inquiries regarding RegEd applications are resolved efficiently and effectively.

ComplianceEnterprise SoftwareSoftware

No H1B

Responsibilities

Respond to inquiries through ticket, or phone contact with customers about the Xchange application’s features and functioning

Provide technical assistance through recreating and troubleshooting application issues

Research and understand technical documentation as it pertains to troubleshooting application issues & client configurations

Research customer inquiries using existing company, NIPR, FINRA and various state resources

Understand and apply complex rules and regulations affecting RegEd products and services

Identify and escalate more complex technical issues to the appropriate teams, such as L2, RegEd’s Product, Development and Technology teams

Provide customers regular updates through the satisfactory resolution of their inquiries

Document and track customer interactions, issues, questions, answers and solutions via the RegEd Support Center

Participate in customer calls to discuss and troubleshoot production issues and processes where required

Identify trends that impact client satisfaction

Engage NIPR, FINRA and various state departments as required

Maintain defined productivity and accuracy rates in order to meet RegEd’s high service quality standards

Adhere to all internal processing procedures

Promote and maintain positive customer relations utilizing Service Excellence techniques

Identify and submit ideas to improve service, elimination redundancies and reduce rework

Work independently with moderate supervision, as well as within a team environment collaborating effectively with CSM and Technology teams

Additional, Non-Essential Functions/Responsibilities

Participate in and/or manage the completion of projects as assigned

Document operating procedures, if requested

Conduct on the job training for new hires, if requested

Qualification

Technical support experienceAnalytical skillsSoftware troubleshootingMicrosoft Office proficiencyFinancial servicesJira/FreshDeskCommunication skillsOrganizational skillsSelf-motivatedTeam collaboration

Required

Minimum Education: Associate's or Bachelor's Degree in business or equivalent field. Equivalent work experience may be substituted

3+ year's technical support or related experience

The ability to work 11am-8pm Eastern either on a regular basis or an occasional basis

The ability to work an on-call rotation with occasional weekend coverage

Have strong analytical skills, including understanding and troubleshooting functional software configurations

Proven experience in technical support, ideally in a software environment

Have the ability to communicate technical information effectively to non-technical users and a passion for ensuring customer satisfaction

Have excellent organizational skills with the ability to successfully prioritize and reprioritize numerous responsibilities and provide effective and timely follow-up within Service Level Agreements

Have intermediate knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint, Visio), and Apple OS

Knowledge of various browsers and settings, including IE, Safari, and Chrome

Adapts to new approaches that improve work efficiency and effectiveness and frequent changes in policy and procedures due to regulatory updates and/or customer business rule modification

Ability to learn quickly

Self-motivated and takes initiative to handle day to day work assignments

Proficiency at keying alpha and numeric information with accuracy and speed