Technical Solutions Consultant

1 week ago

Bengaluru, Karnataka, India Kapture CX Full time

About Kapture CX:

Kapture CX is a leading Customer Experience (CX) automation platform that is revolutionizing how businesses interact with their customers. As a cutting-edge technology, we empower organizations to deliver exceptional customer support, streamline operations, and drive growth through AI-powered automation.

Job Summary:

We are seeking an experienced Technical Account Manager to join our team as a trusted advisor and problem-solver for our clients. You will be responsible for managing complex technical issues, implementing solutions, and providing world-class customer service. Your role will require a combination of technical expertise, communication skills, and the ability to manage multiple priorities.

Key Responsibilities:

Client Onboarding & Integration Support

  • Provide expert guidance and hands-on support during client onboarding to ensure a smooth integration with Kapture's platform.
  • Collaborate with clients to understand their technical requirements and recommend tailored solutions to address their business needs.
  • Lead API integrations, leveraging tools like Postman, cURL, and JSON payloads to ensure seamless system interactions.

Technical Support & Troubleshooting

  • Act as the primary point of contact for technical queries, issues, and escalations from clients.
  • Investigate and resolve technical issues quickly, working with internal engineering and product teams to provide timely solutions.
  • Utilize tools like Kafka (event streaming), Grafana (performance monitoring), and Sentry (error tracking) to diagnose and address technical problems proactively.

Client Relationship Management

  • Build strong, trusted relationships with clients, acting as their advocate within Kapture.
  • Provide regular updates and technical insights to clients, ensuring they are informed about the platform's features, updates, and improvements.
  • Manage ongoing client communication, keeping clients satisfied and ensuring their technical needs are met consistently.

Proactive Technical Strategy & Optimization

  • Identify opportunities to optimize client processes through Kapture's solutions, offering technical recommendations for improvements.
  • Conduct periodic health checks and performance reviews to ensure clients are fully leveraging the platform's capabilities.
  • Develop and deliver tailored strategies to ensure clients achieve maximum ROI on their investment in Kapture's platform.

Collaboration & Cross-Functional Support

  • Collaborate with Sales, Product, Engineering, and Support teams to ensure alignment and smooth delivery of technical solutions.
  • Provide technical insights and feedback to the product team to influence the development of new features and enhancements.
  • Assist in the creation and refinement of technical documentation, including troubleshooting guides, best practices, and knowledge base articles.

Documentation & Reporting

  • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.
  • Prepare regular reports on client health, open issues, and overall satisfaction, providing leadership with valuable insights into account status.
  • Document Root Cause Analyses (RCAs) for significant incidents and ensure that corrective actions are tracked and implemented.

What We're Looking For:

- A minimum of $120,000 - $150,000 per year salary, depending on experience.

Why Choose Kapture CX:

- Be part of a dynamic and fast-growing company shaping the future of CX automation.

- Work with a diverse and talented team, including product, engineering, and customer success experts.

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