Technical Account Manager - English - Penang (IT)

Teleperformance; Bayan Lepas; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the BPO industry is seeking a skilled Technical Account Manager who will manage client relationships and evaluate technical support requirements. Candidates should have a bachelor's degree in IT and experience in the BPO sector. This role involves providing tools and insights to enhance operational efficiency and effectively communicating between clients and the technical teams.

Qualifications

• Bachelor's degree in any IT-related course.
• Fluent in English and Mandarin.
• BPO industry background with technical support experience.

Responsibilities

• Manage client relationships and evaluate technical requirements.
• Communicate disruptions and lead follow-up with technical teams.
• Identify solutions to reduce support costs and analyze customer needs.

Skills

Technical skills

Audit background

Communication

Interpersonal skills

Problem-solving

Critical thinking

Stakeholder management

People management

Technology skills

Education

Bachelor's degree in IT

Tools

Technical tools

Job description

Overview

Technical Account Manager

Qualifications

Minimum Skills to Hire: • A Bachelor's degree in any IT related course

• Ability to speak English and Mandarin fluently

• Good technical skills, audit background, and well-spoken

• 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 stakeholder 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 relationships.

Evaluate and support technical requirements for new projects.

Serve as the unique point of contact between the customer and TP (IT).

Maintain continuous contact and communication with operations and clients.

Provide the right tools to operations.

Provide reports to developers and stakeholders on product performance.

Identify solutions to reduce support costs.

Analyze customer needs and suggest upgrades or additional features.

Empower the operations team by educating them on TP IT processes and procedures.

Service Level Management.

Define scope of IT services, costs, timeliness, hours of operation, recovery aspects, and service levels.

Lead follow-up with the client’s technical team.

Incident Management.

Communicate disruptions and protocols for restoring services.

Identify cases and recurring technical problems.

Follow up and manage activities to resolve IT outages.

Troubleshooting Management.

Share functional knowledge and digital skills for using the client's technological tools.

Collaborate with different IT groups to resolve technical issues experienced by the operations team.