Deck Commerce Hiring for Technical Account Manager Full Time

Location: St. Louis, MO – or, Fully Remote (United States)

Travel: Up to 10%

Job Overview

Welcome to Deck Commerce, a leading order management system built for direct-to-consumer brands. We pride ourselves on empowering businesses to seamlessly integrate our cutting-edge order management software into their eCommerce operations, delivering exceptional results and driving growth.

Deck Commerce is looking for a Technical Account Manager (TAM) to be on the front line supporting our customers. The TAM will manage all day-to-day support tasks as it relates to our OMS application including joining ongoing weekly or bi-weekly operational customer check-in calls, managing ticket queues, monitoring alerts, on-call support, joining internal support scrums, and triaging and escalating as appropriate. 

Technical Account Managers act as the primary operational liaison for our customers and work closely alongside Customer Success Managers who own the customer business relationship. TAMs also partner with our Tier II developer support team for issues that require code support. TAMs ensure our customers’ operational needs are met by acting as a trusted partner while maintaining a high level of customer support excellence. TAMs are product subject matter experts, resolving issues and training customers on best practices, while maintaining consistent and clear communication. TAMs proactively monitor alerts and dashboards to pre-identify any potential issues and work with customers and our engineering teams to address any unexpected trends. TAMs act as a voice of the customer with our Product and Engineering teams, to champion improvements that drive down customer support volume and improve the customer experience.

Primary day-to-day responsibilities include, but are not limited to, the following: 

• Handle incoming tickets from customers via JIRA Service Desk.

• Meet or exceed all Support SLAs.

• Provide first-line investigation and diagnosis of technical issues.

• Ask Customers precise and guided questions to quickly understand the root of the problem.

• Monitor alerts queue for potential issues. 

• Assist in reviewing all tickets and support metrics to implement more effective and efficient resolutions in order to reduce repetitive issues/problems.

• Create knowledge articles and business documentation for troubleshooting.

• Balance multiple projects and incidents at the same time in a fast-paced environment.

• Willingness to be part of on-call rotation during off-business hours.

• Able to build credibility and trust with customers.

Required Skills & Experience:

• A Bachelor’s degree or equivalent years of experience is required.

• 3+ years of relevant technical support experience in a customer-facing role.

• Demonstrated experience working with industry standard support software (e.g., Jira, ZenDesk, etc.)

• Able to maintain a problem-solving mindset and take a methodological and systematic approach to issue resolution.

• Actively seeks out continuous improvement and ways to develop standard processes to reduce repetitive errors.

• Flexible approach, able to operate effectively within an environment of uncertainty and change.

• Excellent verbal and written communication skills. Demonstrated ability to communicate effectively at all levels of an organization.

• Able to engage both technical and non-technical stakeholders at the appropriate level of depth.

• Driven, self-motivated, enthusiastic and with a “can-do” attitude.

• Detail-oriented, excellent time management abilities, and effective under pressure.

• Are energetic and enjoy working in a fast-paced environment.

• Take ownership of your work and continuously strive for improvement for yourself, for customers, and for the overall business.

• Familiarity working with internal documentation tools (e.g., Confluence, wiki’s, etc.)

Preferred Requirements:

• 5+ years of relevant technical support experience.

• Experience with eCommerce systems and processes, including familiarity with ecommerce storefronts (e.g., Shopify, BigCommerce, Magento, Salesforce Commerce Cloud, etc.)

• Understanding of IT systems architecture, including the relational intersection between systems and data exchange (e.g., databases, webservers, SFTP, restful SaaS services, ETL, etc.)

• Experience with data manipulation and SQL scripts.

• Experience creating customer training materials or other customer facing documentation.