At a Glance
- Tasks: Support game of skill merchants with onboarding and technical queries.
- Company: Join DNA Payments, a diverse and innovative tech company.
- Benefits: Enjoy 25 days holiday, private medical, and access to self-learning platforms.
- Other info: Be part of a team that values diversity and fosters creativity.
- Why this job: Make a real impact by helping merchants thrive in a dynamic environment.
- Qualifications: 18 months in a customer-facing role with payment processing knowledge.
The predicted salary is between 35000 - 45000 £ per year.
As the Senior Technical Account Manager – High Risk at DNA Payments, you will be responsible for supporting the game of skill merchant portfolio. Your role will be to proactively support merchants (and game of skill partners) during onboarding and go-live processes, with technical queries, and supporting those merchants/partners during business expansion and change programmes.
Work alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill. Proactively ensure merchant/partner go-live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go-live process. Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner. Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally. Provide structured performance reporting to Game of Skill Merchants and Partners. Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate. Be on hand to provide ad hoc support and guidance for merchant and partner queries. Ensure support tickets are resolved in a timely manner and within SLA.
Required Skills
- Minimum of 18 months experience in a support or customer-facing coordination role.
- Familiarity with payment processing solutions and related technologies (including WooCommerce).
- A strong focus on client satisfaction and a proactive approach to solving merchant queries/needs.
- Ability to work across multiple merchants at the same time.
What’s in it for you?
- 25 days holiday per year
- Private Medical
- Life Assurance
- Ride to work
- Access to self-learning platform
- Bookboon
- Income Protection
- Workplace Pension
- Employee Assistance Programme
At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered. Join us in creating a workplace that reflects the diverse world and customers we serve. Should you require any reasonable adjustments throughout the interview process, please make us aware.
Technical Account Manager employer: DNA Payments Ltd
At DNA Payments, we pride ourselves on being an excellent employer by fostering a dynamic and inclusive work culture that prioritises employee growth and satisfaction. As a Technical Account Manager, you will benefit from comprehensive support, including 25 days of holiday, private medical care, and access to self-learning platforms, all while working in a collaborative environment that values diversity and innovation. Join us to make a meaningful impact in the game of skill sector, where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DNA Payments Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DNA Payments Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DNA Payments Ltd:Your cover letter is your chance to shine! Tell us why you want to work at DNA Payments Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DNA Payments Ltd!
How to prepare for a job interview at DNA Payments Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
