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Cloud Contact Center Account Manager

Salt Lake City, UT
Cloud Contact Center Account Manager:
Seasoned account management/technical resolution professional who exceeds customer expectations, works to improve internal processes and technology, and meet company growth objectives. This position is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.

Major Functions/Responsibilities:
  • Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how call center solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
  • Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling time for proactive activities
  • Partnering with other call center employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
  • Demonstrate in depth knowledge of call center products, telecommunications, contact center and associated technologies, especially those employed by assigned accounts
  • Gain a deep understanding of each customer’s environment, identify customer needs, propose solutions that will accelerate their success
  • Confidently and professionally communicate with all stakeholders, especially in emotionally charged and escalated situations
  • Responsible for customer satisfaction, retention, and reference ability for all assigned accounts
  • Identify opportunities to improve or modify products and services to improve customer experience
  • Occasional travel (up to 20%) required, visiting customer sites

Education Requirement:
Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
Experience Required:
  • Demonstrated technical problem-solving proficiency
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Ability to multitask and work well in a fast-paced environment
  • Proficient in Microsoft Office applications
  • Working technical knowledge of contact center software/design/functionality
  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
  • Engineering Services: deep skills in specialized technical & functional areas; software engineering, programming languages, integration, and/or databases
  • Networking knowledge and VoIP technology exposure, telecom circuits
  • Understanding of basic scripting fundamentals
Why MetTel
MetTel is a leading global solution provider of communications technology for business, backed by the nation’s leading carriers. Recognized for our flexible and customer-driven approach, MetTel services countless universal brands, Fortune 500 organizations and the U.S. government, developing and implementing their tech strategies while revamping all operations with our proprietary cloud-platform. With over 20 years of legacy experience, MetTel is now generating industry-buzz around our pioneering role in the advanced technology and mobile space thanks to industry-first Cross-Carrier pooling solutions, unparalleled coverage, and a front-line portfolio.  

Subject to applicable law, all prospective hires will be required to demonstrate that they have been fully vaccinated for COVID-19 or intend to be vaccinated for COVID-19 by December 8, 2021 or qualify for a medical or religious accommodation to this vaccination requirement. Hired candidates who are not vaccinated by December 8, 2021, and who have not been approved for a legally required medical or religious accommodation will be subject to disciplinary action up to and including termination of employment, subject to applicable law. 

To Apply
Email resume (must include link to online portfolio) to Career@mettel.net.

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