Technical Account Manager

We need to output HTML fragment with sections: Use

for headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. We need to extract content from posting. We need to include sections only when posting has real specific content. We need to preserve all substantive info, not invent or summarize away detail. We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. We need to include sections: Likely "About the role" (maybe from "Who We Are" and "Life at RegEd"? Actually "Who We Are" is about company; "Life at RegEd" is culture; "Five Reasons to Work with Us" maybe benefits; "What You Will Be Doing" is role description; "Responsibilities" list; "Additional, Non-Essential Functions/Responsibilities"; "You’ve Got What It Takes If You:" (skills/requirements); "Must Have:" (qualifications); "Nice to Have:" (preferred qualifications); "The Process:" (hiring process) maybe not needed; "The Perks:" (benefits); "Pay Transparency:" (pay); "Accommodation:" maybe not needed; "Equal Opportunity Policy" remove; "If you are interested..." maybe not needed. We need to output only HTML fragment, no /, no markdown fences. We need to use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We need to decide sections: Possibly: - About the role (maybe combine "Who We Are", "Life at RegEd", "Five Reasons to Work with Us"? But "About the role" is supposed to be about the role, not company. However the instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should follow those headings if content exists. Thus we need sections: - About the role: maybe a short description of the role: "As one of our Technical Account Managers, you will provide exceptional technical support to our client end users for RegEd applications." plus maybe details from "What You Will Be Doing". Could be prose. - Responsibilities: list from "Responsibilities:" bullet list. - Requirements: maybe "Must Have:" (minimum education, experience, schedule ability). Could be under Requirements. - Qualifications: maybe "You’ve Got What It Takes If You:" (skills) could be Skills? Actually "Skills" heading could be for skill list. "Qualifications" could be for education/experience. But we have both Must Have and Nice to Have. Could treat Must Have as Requirements, Nice to Have as Qualifications or Skills? Let's map: - Requirements: Must Have (education, experience, schedule ability). Could also include "Ability to work 11am-8pm Eastern either on a regular basis or an occasional basis." and "Ability to work an on-call rotation with occasional weekend coverage." - Qualifications: Nice to Have (knowledge of financial services, RegEd products, Jira/FreshDesk, enterprise client experience). Could be under Qualifications. - Skills: "You’ve Got What It Takes If You:" list of skills (analytical, technical support experience, communication, organizational, MS Office, browsers, adaptability, quick learner, self-motivated, typing proficiency). That's a skill list. - Benefits: "The Perks:" list (competitive pay and bonus, remote/hybrid, medical/dental/vision, 401k match, generous flexible time off, company paid life insurance, FSAs, leave benefits, volunteering time off, professional development, career growth, performance bonuses, great working environment). Also maybe "Five Reasons to Work with Us" could be benefits but we already have perks. - Pay: "Pay Transparency:" gives compensation range $45,000 - $65,000. - Schedule: from "Please note: This position could work 11am-8pm Eastern on a regular basis, if desired. Alternatively, this position could occasionally work 11am-8pm Eastern. In addition, occasional weekend on call rotation is required." Also from Must Have schedule ability. So schedule section can contain that. We need to avoid filler like "commensurate with experience". Not present. We need to remove boilerplate: EEO, accommodation, etc. Also remove "The Process:" (hiring process) maybe not needed as not a standard heading; but we could drop it as it's not in list of allowed headings? The instruction: "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says prefer a few substantive sections over many thin ones. We could include only those headings that have content. The Process is not in the list; we could omit it. Similarly "Five Reasons to Work with Us" could be part of Benefits or maybe we could make a Benefits section that includes that list. We'll incorporate. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep details like specific technologies (NIPR, FINRA, various state resources), specific tasks, etc. We need to output only HTML fragment. Let's craft sections:

  About the role

  As one of our Technical Account Managers, you will provide exceptional technical support to our client end users for RegEd applications. RegEd’s Product Support group receives inbound inquiries via tickets, emails and phone calls from end users of applications, and is responsible for following troubleshooting procedures to identify and resolve the inquiries using a variety of resources within specific service levels. Coordination is often required with RegEd’s Development, Product Management and Client Services organizations to resolve inquiries.

  That's from "What You Will Be Doing". Good.

  Responsibilities

  • Respond to inquiries through ticket, or phone contact with customers about the Xchange application’s features and functioning.
  • Provide technical assistance through recreating and troubleshooting application issues.
  • Research and understand technical documentation as it pertains to troubleshooting application issues & client configurations.
  • Research customer inquiries using existing company, NIPR, FINRA and various state resources.
  • Understand and apply complex rules and regulations affecting RegEd products and services.
  • Identify and escalate more complex technical issues to the appropriate teams, such as L2, RegEd’s Product, Development and Technology teams.
  • Provide customers regular updates through the satisfactory resolution of their inquiries.
  • Document and track customer interactions, issues, questions, answers and solutions via the RegEd Support Center.
  • Participate in customer calls to discuss and troubleshoot production issues and processes where required.
  • Identify trends that impact client satisfaction.
  • Engage NIPR, FINRA and various state departments as required.
  • Maintain defined productivity and accuracy rates in order to meet RegEd’s high service quality standards.
  • Adhere to all internal processing procedures.
  • Promote and maintain positive customer relations utilizing Service Excellence techniques.
  • Identify and submit ideas to improve service, elimination redundancies and reduce rework.
  • Work independently with moderate supervision, as well as within a team environment collaborating effectively with CSM and Technology teams.
  We also have "Additional, Non-Essential Functions/Responsibilities". Should we include those? They are substantive. Could add as part of Responsibilities or separate? Since they are responsibilities, we can add them under Responsibilities as well. Let's add:
• Participate in and/or manage the completion of projects as assigned.
• Document operating procedures, if requested.
• Conduct on the job training for new hires, if requested.
Also note schedule note: "Please note: This position could work 11am-8pm Eastern on a regular basis, if desired. Alternatively, this position could occasionally work 11am-8pm Eastern. In addition, occasional weekend on call rotation is required." This is schedule info; we will put in Schedule section. Now Requirements (Must Have):

Requirements

• Minimum Education: Associate's or Bachelor’s Degree in business or equivalent field. Equivalent work experience may be substituted.
• 3+ year’s technical support or related experience.
• The ability to work 11am-8pm Eastern either on a regular basis or an occasional basis.
• The ability to work an on-call rotation with occasional weekend coverage.
Now Skills (You’ve Got What It Takes If You:)

Skills

• Strong analytical skills, including understanding and troubleshooting functional software configurations.
• Proven experience in technical support, ideally in a software environment.
• Ability to communicate technical information effectively to non-technical users and a passion for ensuring customer satisfaction.
• Excellent organizational skills with the ability to successfully prioritize and reprioritize numerous responsibilities and provide effective and timely follow-up within Service Level Agreements.
• Intermediate knowledge of Microsoft Office Products (Word, Excel, Outlook, PowerPoint, Visio), and Apple OS.
• Knowledge of various browsers and settings, including IE, Safari, and Chrome.
• Adapts to new approaches that improve work efficiency and effectiveness and frequent changes in policy and procedures due to regulatory updates and/or customer business rule modification.
• Ability to learn quickly.
• Self-motivated and takes initiative to handle day to day work assignments.
• Proficiency at keying alpha and numeric information with accuracy and speed.
Now Qualifications (Nice to Have):

Qualifications

• Knowledge of the financial services/securities and/or insurance industry is a plus.
• Knowledge of our RegEd products is a plus.
• Knowledge of Jira and/or FreshDesk is a plus.
• Prior experience working with enterprise clients is preferred.
Now Benefits (The Perks):

Benefits

• Competitive pay and bonus
• Remote (and hybrid if near Morrisville, NC) first organization
• Exceptional medical, dental and vision plans with generous employer funding for employees and dependents
• 401(k) plan with company matching
• Generous flexible time off
• Company paid life insurance
• Flexible Spending Accounts: Medical and Dependent Care
• Leave benefits including short-term and long-term disability, paid family medical leave and paid parental leave
• Volunteering time off and flexible schedules
• Professional development
• Meaningful career growth opportunities
• Performance bonuses
• Great working environment with a team of fantastic people
We could also incorporate "Five Reasons to Work with Us" but it's similar to benefits; we can omit to avoid duplication. However we need to preserve all substantive information; "Five Reasons to Work with Us" includes: Work with a leader in financial services industry; Supportive & flexible remote or hybrid environment; Diverse & friendly culture; Fast paced growing company; A company that cares with community service efforts. Some of these are not captured in Benefits list. We should include them to preserve info. Could add them as list items under Benefits or maybe a separate section like "Why Work With Us". But we only have allowed headings; we could add them under Benefits as additional items. Let's add those five reasons