Technical Account Manager

Who We Are

RegEd is the market-leading provider ofRegTechenterprise solutions with relationships with hundreds of enterprise clients, including 80% of the top 25 financial services firms.

Established in 2000 by former regulators, the company is recognized for continuous regulatory technology innovation with solutions hallmarked by workflow-directed processes, data integration, regulatory intelligence, automated validations, business process automation and compliance dashboards. The aggregate drives the highest levels of operational efficiency and enables our clients to cost-effectively comply with regulations and continuously mitigate risk.

Trusted by the nation’s top financial services firms, RegEd ’sproven, holistic approach toRegTechmeets firms where they are on the compliance and risk management continuum, scaling as their needs evolve and amplifying the value proposition delivered to clients.

Life at RegEd

We are an innovative, fast-paced company that embraces diversity. Our remote or hybrid environment blends an entrepreneurial culture with the right balance of structure and process. We empower and trust our employees. Most RegEd er’swork remotely, and some roles work a hybrid schedule from our Headquarters in Morrisville, North Carolina. Learn more about#LifeAt RegEd onourLinkedIn page!

Diversity Drives Innovation

RegEd believes that diverse perspectives make us stronger, smarter, and more innovative. We are committed to building a workplace where everyone feels seen, heard, and empowered to succeed. We actively seek individuals from all backgrounds and are committed to cultivating an environment of inclusivity and belonging.

RegEd also recognizes the exceptional skills, discipline and dedication of those who serve - and those who stand beside them. Whether you’re a veteran, active-duty service member transitioning to civilian life, or a military spouse, your unique experience brings incredible value to our team.

Military members, veterans, and military spouses are strongly encouraged to apply.

Don’tmeet every requirement? If you are excited about this role but your experience does not align perfectly with all the qualifications, we encourage you toapply anyway. Experience comes in many forms, and you may be the perfect candidate for thisor other roles.

Five Reasons to Work with Us

Work with a leader in financial services industry

Supportive & flexibleremoteorhybridenvironment

Diverse & friendly culture

Fast paced growing company

A company that cares with community service efforts

What You Will Be Doing

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 forfollowing troubleshooting procedures to identify and resolve the inquiries using a variety of resources within specific service levels.

Coordination is oftenrequired with RegEd ’s Development, Product Management and Client Services organizations to resolve inquiries.

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.

Additional, Non-Essential Functions/Responsibilities

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

*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.

You’ve Got What It Takes If You

Have strong analytical skills, including understanding and troubleshooting functional software configurations.

Proven experience in technical support, ideally in a software environment.

Have the ability to communicate technical information effectively to non-technical users and a passion for ensuring customer satisfaction.

Have excellent organizational skills with the ability to successfully prioritize and reprioritize numerous responsibilities and provide effective and timely follow-up within Service Level Agreements.

Have 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.

Must Have

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.

Nice to Have

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.

The Process

We can hire in the following states:Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas and Utah.

Any communications related to open RegEd positions will come from a RegEd .com email address. We do not hire through text message, social media, or email alone. Our interviews are conducted either in person or via videocalls. We will not ask you for sensitiveinformationnor will we ask you to pay anything during the hiring process.