WEX

Compensation

Full Description

About the Team/Role Technical Account Manager II – Corporate Payments WEX Direct/Embedded/FI Partner is an intermediate level position that is customer facing that assists key customers and partners in diagnosing, troubleshooting, repairing, and debugging WEX’s products and systems. This role provides technical support to those individuals who use, diagnose, troubleshoot, repair, and debug the company's systems, particularly for strategic clients. The Technical Account Manager responds to situations where the customer/partner and/or WEX’s contact center has failed to isolate or fix problems with the system/software. They report design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature. 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 all strategic accounts in their portfolio 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 customer/partner has been unable to resolve system/software issues for strategic customers. Provide detailed technical updates on technical issues and resolutions to internal and external stakeholders. Report design, reliability, and maintenance problems or bugs to design engineering/software engineering. Implement best practices to proactively reduce potential fraud or other product and service-related technical 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 and services to all strategic customers, including potential customer installation and training. Provide customers 24/7 escalation call support and an on-call team rotation for public holidays and off cycle releases Relationship and Communication: Serve as a key technical point of contact for strategic customers, coordinating communication with WEX departments and, at times, extending to high levels within the organization. Communicate clearly and effectively with internal and external stakeholders regarding technical issues and resolutions. Provide technical consultative customer service, particularly for highly technical or sophisticated products. Formally document all customer communications in company systems to ensure consistency and continuity of service. Technical Skills and Analysis: Intermediate computer skills required; including GSuite, Word, Excel (knowledge of formulas and pivot tables), PowerPoint, Outlook, Windows, Adobe, Salesforce and Jira. Experience with EnCompass and TAG preferred Experience with secure electronic file transfer (SFTP) Billing and Maintenance,and Application Programming Interface (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 plus years work experience in a related field. 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 a strong technical aptitude. Ability to translate complex technical terms into clear business business oriented language Additional Notes: Travel up to 15%. The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Pay Range: $60,000.00 - $80,000.00 WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here. WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.