US KAM – Tech Support Manager

Job Purpose:

This role is primarily responsible for the technical support of our digital client programs, as well as support for customer care activities for brand protection products.

Duties & Responsibilities

  • Support the Customer Care and Operations teams in digital program support
  • Support on-boarding of new client programs; gather the necessary documentation and communicate requirements to clients and project teams
  • Be a primary point of contact for program project-related questions, concerns, and the resolution thereof
  • Work closely with your technical solutions teams to ensure team collaboration in finding the most effective solutions for our customers
  • Administration and documentation tasks related to program implementation and support ticketing processes.
  • Updating internal teams on best practice, hint and tips, training and continuous education regarding the use of the systems
  • Be the go-to person for technical support and knowledge on assigned platforms
  • Daily monitoring of and timely resolution to support tickets
  • Report on activity levels, response rates, resolution rates, etc.

Communicate with the development teams where support is required on more complex issues.

Knowledge, Skills/Attributes  and Experience

  • Must be able to perform each of the above duties satisfactorily
  • Must demonstrate the highest level of integrity, discretion, and confidentiality to be exercised at all time
  • Ability to work to strict deadlines, meet SLAs and prioritize workload
  • Client relationship management/ account management experience desirable
  • Comfortable with customer interactions – written and oral
  • Comfortable working with internet and web interfaces. Experienced in working in team environments.
  • Must have the ability to multi-task, be self-motivated and able to work autonomously as well as in a team environment
  • Possess a positive, professional attitude
  • Ability to learn, understand and support OpSec InSight technical applications (Track, Trace, Trademark, Online ordering, and ERP systems)
  • Ability to interface professionally with clients, sales, customer support, and development teams
  • Excellent written and verbal communication skills
  • Excellent I.T. Skills – Word, Excel, Outlook, Smartsheet, etc.
  • The ability to work accurately paying close attention to detail

Reports to:  US Customer Service Manager


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