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Technical Account Manager

  • Remote

About Onport

We know how important it is for retailers to be efficient and this is why we built an end-to-end automation platform to manage inventory and operations from one single place. Our cloud-based technology allows marketplaces of any size to scale by letting us handle the complexity of the business so that they can focus on growing their business.

We’re a rapidly growing team that brings together people from all over the globe taking collaboration to another new level. We encourage our people to go above & beyond and shoot for the stars and we welcome explorers, curious and disruptive people.

The Role

Onport is looking for a Technical Account Manager who will be responsible for supporting our customer base from a product knowledge and technical standpoint through our Support System, post launch as well as throughout their onboarding journey with Onport.

You are expected to support client product implementations by understanding and analysing the requirements, documenting them, and conveying the requirements to the tech team so they can understand and work on them.

You are expected to reply to client queries in our support system, identify the underlying issue and fixing it to the best of your abilities, documenting troubleshooting workflows, or conveying the message to the development team.

You will also be responsible for writing technical documentation on Onport’s technical features (API and webhooks) so that clients know how to use them without the need to rely on support.

What you'll do

  • Reply to customer inquiries through Support System / Email;
  • Support key client’s onboarding from a technical/product knowledge standpoint;
  • Create support documents on Onport’s technical and product capabilities;
  • Deliver an excellent service to Onport customers by complying with pre-established SLAs and KPIs;
  • Lead and conduct complex investigations while troubleshooting technical issues;
  • Communicate with other internal Tech teams and coordinate customer feedback. 
  •  You will be a key point of contact for all Technical matters, acting as technical advisor on custom integrations leveraging on Onport's set of available APIs.
  • You will engage in direct communication with clients and actively manage relationships, providing technical troubleshooting support through various channels such as phone calls, Slack, tickets, and email, ensuring prompt and effective resolution of their technical issues.

Who you are

  • Experience as Business Analyst / Quality Assurance / Technical Support/ Integrations Specialist;
  • Experience in a client-facing role;
  • Experience in supporting key enterprise grade accounts in a SaaS environment;
  • Familiarity with SQL tools, command lines;
  • Mandatory experience with any of the following: e-commerce / marketplaces / dropshipping / e-commerce inventory management or shipping;
  • Knowledgeable and experienced in Product/Software development, with understanding of all different phases, from the beginning all the way through implementation and continuous improvement, experienced working in Agile environments;
  • Highly proficient in English.

Full time | Europe