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Technical Account Manager

Salary undisclosed

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Overview:
Technical Account Manager
Qualifications:
Minimum Skills to Hire:
  • A Bachelor's degree in any IT related course
  • BPO industry background with Experience in technical support and sales
  • Good technical knowledge across PC, servers, network and voice solutions
  • Excellent communication and interpersonal skills
  • Excellent Internal Stakeholders and Client Management Skills
  • Excellent People Management Skills
  • Good critical thinking and problem-solving skills
  • Excellent technology skills
  • Preferably with Project Management training and experience
  • Based in Livingston, Penang

Responsibilities:
Manage Client Relationship
  • Evaluating and support technical requirements definitions for new projects
  • Unique point of contact between the customer and TP (IT)
  • Keep continuous contact and communication with the Operations and Clients

Provide Right Tools to Ops
  • Providing reports to developers and stakeholders on product performance.
  • Identify solutions to reduce support costs.
  • Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.
  • Empower operations team by educating them with TP IT processes and procedures

Service Level Management
  • Define scope of IT services, costs, timeliness, hours of operation, recovery aspects, and service levels.
  • Lead the follow-up with the client technical team.

Incident Management
  • Communicate disruptions and restoring services protocols.
  • Case identification and recurring technical problems out of time.
  • Follow up and manage the activities required to assist in solving IT outages

Troubleshooting Management
  • Communicate functional knowledge and digital skills to use the client's technological tools.
  • Collaborate with different IT groups to resolve technical issues experienced by Operations Team.