IT Technical Account Manager in Murray, UT at Teleperformance US

Date Posted: 8/7/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    5295 Commerce Drive
    Murray, UT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/7/2019

Job Description

PURPOSE OF POSITION


The Technical Account Manager works directly with the Teleperformance client base and owns the overall IT

relationship between the client’s IT department and Teleperformance. In most cases these are Teleperformance’s

largest and most complex clients. The Technical Account Manager (TAM) is the single point of contact and advocate for

the client and their initiatives inside Teleperformance.

Our TAMs are established and practiced client management professionals who are tasked to exceed customer

expectations through increased communication, process and technology improvement, delivery of customized IT

solutions, environment analysis, and solving complex problems. The TAM works directly with the IT Infrastructure teams

and IT Executive Management to gain sponsorship for their initiatives, elimination of red tape, and exceeding client

goals.

The TAMs possess a wide range of technical skills including an extensive IT Project Management background

(PMP/Scrum/Agile), technical background in IVR/call delivery, PBX management, VoIP, SIP, networking, security,

firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment.

Soft skills include account management expertise, communication, team work, collaboration, leadership, adaptability,

and conflict resolution. TAMs interact with their customers in many ways including phone, chat, Skype for Business, and

face-to-face meetings when appropriate.


PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS


• Develop and maintain a strong relationship with assigned client(s).

• Oversee all technical aspects of client(s) and their projects, including technology health.

• Gain a thorough understanding of the client’s IT environment and initiatives.

• Set deadlines, assign responsibilities, monitor, and summarize progress of project.

• Prepare reports for upper management regarding status of client(s) and their project(s).

• Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.

• Drive overall client satisfaction.

• Rely on experience and judgment to plan and accomplish goals.

• Lead and direct the work of others, requiring a wide degree of creativity and latitude.

• Coordinate with the IT teams in order to provide timely delivery of projects/tasks as per client’s request. Projects may

include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades.

• Hold regularly scheduled meetings for project review, open items, and task review.

• Be accessible, approachable, and responsive to client requests.

• Perform other related duties and assignments as required and as assigned by supervisor or manager.

• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations,

etc. Ensure exceptions or infractions are escalated to management appropriately.

• Participate and address production affecting outages specific to assigned client(s).

• Evaluate client(s) projects and offer technical solutions to fill gaps and improve performance.

• Assist with completing and updating technical documentation.

• Assist in facilitating client(s) and internal audits of the client(s) technical requirements.

• Work during primary client(s) hours of operation.

• Occasional on-call or after-work hours may be required to serve the customer.

• Travel as needed.

Job Requirements

QUALIFICATIONS


• Bachelor’s degree or equivalent experience

• 3-5 years of experience in the IT side of the Call Center industry.

• Demonstrated technical problem solving proficiency

• Excellent customer service and communication skills, both verbal and written

• The ability to multi-task and work under stress to meet deadlines

• Detail oriented with strong organizational skills

• Experience with managing timelines, resources, and tasks

• Proficiency in Microsoft Office Applications

• Presentation skills

• Must be able to travel

• Must be able to work Monday through Friday primarily between the hours of 8:00am to 5:00pm (MST)

• Must be flexible to accommodate after-hour projects and on-call work when needed


HIGHLY DESIRED


• IT Project Management background (PMP/Scrum/Agile)

• Technical background in call center technologies including IVR/call delivery, PBX management, VoIP, SIP, networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment

• Incident Management and technical troubleshooting experience.

• Active passport

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