Job Description

Technical Account Associate works under the supervision of mentor and senior team members to deliver successful technical services to both internal and external customers. This role is primarily focused on learning by conducting administration tasks related to technical projects/setup and maintenance in accurate and timely manner.
1) Account Provisioning and Management
Subaccount creation; Adding new services
Settings changes (additional fields, e.g. Allowed IP, adding contact lists, Setting up billing addresses)
New destination preparation (Sender name registration, analysis, checkup, route, DR, etc.)
Adjustments in Customer Portal (new users, permissions)
Preparing and running campaigns for clients
2) Registration and Administration
Sender and template registrations
Buying numbers and setup (MO Dashboard)
All 2-way activities (ordering and account setup)
Custom accounts setup (ASTW, SNR, DCL, text restrictions, etc.)
3) Reporting and Analysis
Performance reports (traffic delivery, delivery rates report, flooding reports, etc.)
Generating data for QBRs (extracting data for business, support ticket analysis)
Status reports (e.g. Network Destinations report)
Senders reporting (e.g. registered, forbidden, etc.)
Custom analysis - related to the customer, country, route (e.g. # of senders or delivery rates for specific customer in certain country)
4) Ensure high-level of customer satisfaction
Serve as trusted technical resource by acting on technical service request with desired quality and customer satisfaction standard.
5) Contribute to internal improvement initiatives
Update internal databases with information about technical services (account provisioning, sender registration etc.)
6) Focus on Continuous Development
Participate in Continuing Education sessions
Be fully versed on technical processes and tool functionalities

Qualifications
B.E/B.Tech/MCA
Minimum 2 to 3 years of relevant experience in Customer Support / Help Desk Support / Back Office Support
Basic to Intermediate experience in Account Management (Sender name registration, analysis, checkup, route, DR, etc.) or Account Setup (ASTW, SNR, DCL, text restrictions, etc.)
Basic to Intermediate knowledge in MS Excel/spreadsheets
Basic Knowledge on databases and programming logic is an advantage
Has analytical approach to technical problems
Knowledgeable in Telecommunications ( similar industry) is an advantage
Education: MCA/ PGDCAr r r r r r r BE/ B.Tech (Engineering)
Industry: Software Services, IT-Software

Skills Required