Technical Account Manager

IBEX Global Solutions (Philippines) Inc.; Muntinlupa; On-site; PHP 502,000 - 837,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a technically adept Client Solutions Specialist to act as the primary liaison between the client and Ibex.

You will manage onboarding, deployment, and ongoing technical performance for contact center technology operations. You will translate client requirements into actionable tasks, monitor service delivery and SLAs, and coordinate improvements with Operations and IT Infra.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3–5+ years of experience in IT support, technical operations, or technical account management.
• Experience in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Excellent communication, client-handling, and escalation-management skills.
• Strong analytical and troubleshooting skills.
• Experience with SLAs, reporting, and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).

Responsibilities

• Client-related updates, incidents, and escalations.
• IT-relevant performance and operational reports.
• Change requests or deployment notes affecting client configurations.
• Feedback or recurring issues from live operations.

Skills

IT support

SLA reporting

Troubleshooting

Client communication

Escalation management

Cross-functional coordination

Technical translation

Education

Bachelor's degree in CS/IT/Engineering

Tools

Performance monitoring tools

Job description

Overview

• Serve as the primary technical liaison between Ibex and the client.
• Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
• Translate client requirements into technical tasks for internal teams.
• Monitor service delivery, analytics, and SLAs.
• Coordinate improvement initiatives with Operations and IT Infrastructure.

Responsibilities

• Client-related updates, incidents, and escalations.
• IT-relevant performance and operational reports.
• Change requests or deployment notes affecting client configurations.
• Feedback or recurring issues from live operations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3–5+ years of experience in IT support, technical operations, or technical account management.
• Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
• Strong understanding of IT infrastructure, networks, and system performance.
• Ability to translate technical concepts for non-technical stakeholders.
• Excellent communication, client-handling, and escalation-management skills.
• Strong analytical and troubleshooting skills.
• Experience working with SLAs, reporting, and performance monitoring tools.
• Ability to coordinate between cross-functional teams (Ops, IT, Infra).