Job Opportunities in Malaysia
October 24, 2024
Teleperformance
George Town
FULL TIME
Technical Account Manager
Overview:
Responsibilities:
Provide Right Tools to Ops
Service Level Management
Incident Management
Troubleshooting Management
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.
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