Technical Account Manager

ibex; Philippines; On-site; PHP 500,000 - 900,000; Full time

Job summary

Ibex serves as the primary technical liaison between Ibex and the client, managing onboarding, deployment, and ongoing technical performance for contact center technology operations. The role translates client requirements into technical tasks for internal teams and monitors service delivery, analytics, and SLAs.

The position requires a Bachelor’s degree in a related field and 3–5+ years in IT support or technical operations, with strong communication and troubleshooting skills.

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).

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

Client interaction

SLA management

Cross-functional coordination

Analytical troubleshooting

Technical translation

Education

Bachelor’s degree in CS/IT/Engineering or related field

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).