Technical Account Manager - Mandarin - Penang (IT)

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

Job summary

A leading company in the BPO industry is looking for a Technical Account Manager located in Penang. The role involves managing client relationships, ensuring effective communication with operations, and providing the right tools to optimize performance. The ideal candidate will possess strong technical knowledge, fluency in English and Mandarin, and exceptional interpersonal skills to manage multiple stakeholders effectively.

Qualifications

• Able to speak English and Mandarin fluently.
• Good tech skills and audit background.
• Experience in BPO industry with technical support and sales.

Responsibilities

• Manage client relationships and define IT service scope.
• Provide reports to developers on product performance.
• Communicate disruptions during incident management.

Skills

Technical knowledge across PC, servers, network and voice solutions

Excellent communication

Interpersonal skills

Problem-solving skills

Education

Bachelor's degree in IT related course

Job description

Technical Account Manager

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.

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

• Able to speak English and Mandarin fluently

• Good tech skill, 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 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