Support Technical Account Manager - Remote

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Requirements:

• Technical Support Engineer or Senior Analyst level experience with a strong focus on consultative service and trusted advisory practices.
• Demonstrated technical aptitude with software platforms, web/mobile applications, data and API interfaces, and emerging AI tools.
• Strong analytical problem-solving skills, with attention to detail and a focus on proactive customer support and incident management.
• Exceptional verbal, written, and presentation skills with an emphasis on consultative communication and customer advocacy.
• Ability to advocate for clients within PayNearMe while providing expert guidance on product usage, configuration, and incident prevention.
• Experience with data analysis for decision-making
• Prior experience in technical consulting, professional services, or sales engineer roles, with emphasis on scoping, solution design, and advocacy.
• Incident and escalation management experience, especially with engineering, product, and outsourced partner support teams.
• Familiarity with SaaS business systems and Independent Software Vendors (ISV), particularly within the gaming industry (e.g., online gaming, sports betting).
• Practical knowledge of AI and data analytics tools in technical support environments.
• Foundational knowledge of financial systems and banking processes, including, payment processing, settlement, ACH, card networks, NACHA, chargebacks / disputes, and related networks like: Venmo, Cash App, PayPal, Apple Pay, Google Pay.
• Support system administration, such as Zendesk for automation and reporting.
• Basic understanding of integrations via API parameters in XML, JSON, or SFTP batch systems.
• Compliance concepts and policies such as: BSA, AML, OFAC, and UDAAP.

Responsibilities:

• Provide technical consulting and support, serving as a trusted advisor to improve customer experience.
• Drive support queue, manage handoffs, escalation / incident management, root cause analysis, and contribute to the team knowledge base.
• Use Zendesk as the primary support channel, with frequent use of email, phone, chat, and virtual meetings.
• Apply a consultative approach to understand client needs and provide data-driven solutions to optimize performance and satisfaction.
• Collaborate closely with both internal stakeholders and external partners to minimize disruption, resolving technical and business issues proactively.
• Participate in periodic on-call duties and rare afterhours escalations for assigned clients, providing trusted support during critical situations.
• Leverage AI and data reporting tools to streamline problem-solving, enhance customer insights, and drive efficient resolutions.
• Serve as a trusted advisor and technical consultant for PayNearMe’s top clients by:Acting as the primary technical support contact, receiving launch handoffs from the project team and providing consultative guidance on new product adoption and best practices.,Managing escalations, configuration changes, product improvements, defect resolutions, and support plans to ensure alignment with client objectives.,Conducting data analysis to support decision-making, monitor SLA adherence, and track performance, helping drive client operations and inform product enhancements.