Technical Account Manager
1 week ago
Asterix Communications is at the forefront of a technological revolution in Africa, leveraging the continent's untapped potential to drive economic growth. In partnership with Rapyd, a leading Fintech-as-a-Service platform, and Multichoice, the largest entertainment platform on the African continent, we are developing a cutting-edge payments platform that will empower the next generation of entrepreneurs and businesses.
We are seeking a seasoned Technical Account Manager to serve as the primary point of contact and support for our largest merchant clients. The ideal candidate will possess a unique blend of technical expertise and interpersonal skills, with:
- Exceptional attention to detail
- The ability to create and follow processes
- A propensity to think critically and solve complex problems
As a Technical Account Manager, you will be responsible for:
- Providing first-line support and escalation for any technical issues related to our merchant customers
- Timely and professional handling of customer tickets and requests, ensuring seamless customer satisfaction and maintaining our service level agreements
- Escalating and owning issues internally and externally with service providers and partners
- Collaborating across departments (Engineering, DevOps, Professional Services, etc.) to resolve customer issues
- At least 2-5 years' experience in technical support (Level/Tier 2)
- At least 2-5 years' experience with Salesforce/CRM/SaaS
- Proficiency in tools such as Jira, Confluence, Postman, and Salesforce
- Significant customer-facing experience
- Excellent technical writing and verbal communication skills
- Strong problem-solving skills with multiple tools
- Experience in the payments industry is an asset
- Experience in a fast-growing organization is an asset
- Fluency in English (writing and verbal) is a must
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