Technical Account Manager

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

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.