WEX
Overview
The Technical Account Manager II – Corporate Payments WEX Direct/Embedded/FI Partner is an intermediate level, customer-facing role that assists key customers and partners in diagnosing, troubleshooting, repairing, and debugging WEX’s products and systems. This role provides technical support to strategic clients and responds to situations where customers/partners or the contact center have been unable to resolve issues. They report design, reliability, and maintenance problems to design/software engineering and may be involved in customer installation and training. This role provides support for highly technical or sophisticated products. How you\'ll make an impact
Technical Troubleshooting And Support Liaison between WEX and its customers/partners Retain and partner with Relationship Manager to grow strategic accounts by providing consultative advice about account configurations and API integrations Assist customers/partners in diagnosing and troubleshooting company systems and products Respond to escalated situations where customers/partners have been unable to resolve issues for strategic customers Provide detailed technical updates on issues and resolutions to internal and external stakeholders Report design, reliability, and maintenance problems to design engineering/software engineering Implement best practices to proactively reduce potential fraud or other product/service-related issues Resolve complex Billing and Maintenance file issues Create innovative solutions to manual or special-handling process requests with technical implications Provide technical support for new products/services to all strategic customers, including potential installation and training Provide 24/7 escalation call support and participate in on-call rotations for holidays and off-cycle releases Coordinate communication with WEX departments and, at times, senior levels within the customer organization Document all customer communications to ensure consistency and service continuity Technical Skills And Analysis Intermediate computer skills: GSuite, Word, Excel (formulas and pivot tables), PowerPoint, Outlook, Windows, Adobe, Salesforce, Jira Experience with EnCompass and TAG preferred Experience with secure electronic file transfer (SFTP), Billing and Maintenance, and API technologies (SOAP/REST) preferred SQL experience preferred Identify reporting needs, create solution-based technical reporting, and analyze data to provide customers with insights for managing their program Experience You Will Bring Bachelor’s Degree or equivalent 3-5+ years of related work experience Strong communication, follow-through, and networking skills Strong organizational, time and project management skills Ability to prioritize and multi-task in a technical support environment Previous technical service delivery or support experience Excellent written and verbal communication skills Analytical and problem-solving skills with a focus on technical issues Experience working cross-functionally with engineering and product teams Solution-oriented with strong technical aptitude Ability to translate complex technical terms into clear business language Additional Notes Travel up to 15% Pay Range: $60,000.00 - $80,000.00 Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Sales and Business Development Industries: Software Development Benefits and related information: WEX offers comprehensive benefits including health, dental, vision, retirement savings plan, paid time off, health savings account, flexible spending accounts, life and disability insurance, tuition reimbursement, and more. Pay ranges are indicative and may vary by qualifications and plan. Non-sales roles may be eligible for quarterly or annual bonuses.
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The Technical Account Manager II – Corporate Payments WEX Direct/Embedded/FI Partner is an intermediate level, customer-facing role that assists key customers and partners in diagnosing, troubleshooting, repairing, and debugging WEX’s products and systems. This role provides technical support to strategic clients and responds to situations where customers/partners or the contact center have been unable to resolve issues. They report design, reliability, and maintenance problems to design/software engineering and may be involved in customer installation and training. This role provides support for highly technical or sophisticated products. How you\'ll make an impact
Technical Troubleshooting And Support Liaison between WEX and its customers/partners Retain and partner with Relationship Manager to grow strategic accounts by providing consultative advice about account configurations and API integrations Assist customers/partners in diagnosing and troubleshooting company systems and products Respond to escalated situations where customers/partners have been unable to resolve issues for strategic customers Provide detailed technical updates on issues and resolutions to internal and external stakeholders Report design, reliability, and maintenance problems to design engineering/software engineering Implement best practices to proactively reduce potential fraud or other product/service-related issues Resolve complex Billing and Maintenance file issues Create innovative solutions to manual or special-handling process requests with technical implications Provide technical support for new products/services to all strategic customers, including potential installation and training Provide 24/7 escalation call support and participate in on-call rotations for holidays and off-cycle releases Coordinate communication with WEX departments and, at times, senior levels within the customer organization Document all customer communications to ensure consistency and service continuity Technical Skills And Analysis Intermediate computer skills: GSuite, Word, Excel (formulas and pivot tables), PowerPoint, Outlook, Windows, Adobe, Salesforce, Jira Experience with EnCompass and TAG preferred Experience with secure electronic file transfer (SFTP), Billing and Maintenance, and API technologies (SOAP/REST) preferred SQL experience preferred Identify reporting needs, create solution-based technical reporting, and analyze data to provide customers with insights for managing their program Experience You Will Bring Bachelor’s Degree or equivalent 3-5+ years of related work experience Strong communication, follow-through, and networking skills Strong organizational, time and project management skills Ability to prioritize and multi-task in a technical support environment Previous technical service delivery or support experience Excellent written and verbal communication skills Analytical and problem-solving skills with a focus on technical issues Experience working cross-functionally with engineering and product teams Solution-oriented with strong technical aptitude Ability to translate complex technical terms into clear business language Additional Notes Travel up to 15% Pay Range: $60,000.00 - $80,000.00 Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Sales and Business Development Industries: Software Development Benefits and related information: WEX offers comprehensive benefits including health, dental, vision, retirement savings plan, paid time off, health savings account, flexible spending accounts, life and disability insurance, tuition reimbursement, and more. Pay ranges are indicative and may vary by qualifications and plan. Non-sales roles may be eligible for quarterly or annual bonuses.
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