Publicat 02 Mar 2021 | Reactualizat 01 Apr 2021 | Expiră 02 Apr 2021

Technical Account Manager

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Candidatul ideal

The Technical Account Manager (TAM) is the IT primary point of contact during the lifecycle of a client program. The TAM serves as a conduit into TELUS International IT for both internal stakeholders and external clients. TAMs are responsible for supporting and improving end-to-end IT delivery by having a complete understanding of the client infrastructure, applications/tools and major business processes used.

They are also responsible for effective and formal communication to the client about technology issues, outage and incidents, changes and innovation initiatives. Taking on the role of a trusted adviser requires the TAM to interact with senior level internal stakeholders and external client points of contact therefore the TAM must be an accomplished and professional leader ready to work in a fast paced, dynamic environment.

Expected skills, competencies and requirements:

  • Schedule flexibility: the TAM will operate on a M-F, business hours schedule (9:00 - 18:), but, as part of a global team, may also be part of projects that will require schedule flexibility, depending on the needs
  • Leadership skills
  • Teamwork
  • Result orinetation
  • Oriented to results
  • Analysis and Decision Making
  • Great communication skills

  • English - Advanced, C1 oral and written level
  • Knowledge of Telephony Network
  • PBX Skills – basic understanding of Avaya Platform, and voip technologies in general, diagnostics and troubleshooting skills
  • Proficiency with MS Office applications (i.e. MS Word, Excel)
  • Knowledge of Network Monitoring, SNMP protocol, netflow
  • Knowledge of networking - Basic network understanding
  • Knowledge and understanding functions and processes of several operating systems and technologies, patching, backing up. group policies, proxies, DNS, DHCP services

Studies & Experience:
  • Nice to have: University degree in Systems, Computer Engineering, Computer Science or related fields
  • At least 2 years of previous IT experience, either managing teams or part of a bigger IT management process, serving as a Tier 2 or Tier 3 on previous jobs.
  • Experience in a call centre environment

Descrierea jobului

Main responsibilities:

  • Serve as the single point of contact for the business into IT
  • Serve as the escalation point during outages or issues impacting customer or TELUS International technology services
  • Keep internal and external clients posted of progress throughout the service restoration process
  • Support problem management to ensure that after an outage, there are longer term solutions implemented to avoid future incidents
  • Review customer Statement of Work and ensures IT compliance from a contractual perspective
  • Partner with CRM team and Call Center Operations to present IT metrics and planned technology enhancements to customers during MBR’s and QBR’s
  • Manage any moves, growth or changes to the existing business
  • Keep a centralized tracker of YTD outages, issues, problems, change requests, penalties and technology related revenue for the program
  • Coordinate TI activities for client-side changes following the TI change management process
  • Communicates planned TI changes to clients with detailed area of impact and risk mitigation strategy defined
  • Support testing with Operations team as needed
  • Develop a deep understanding of the client’s business and propose ways to leverage new or additional IT services to address their needs
  • Lead client program assessments to identify technology solutions to increase operational efficiency and drive cost savings
  • Manage client audits throughout the entire life cycle
We offer:
  • Stable job - permanent labor contracts
  • Monthly meal tickets
  • Public transportation and gym subscriptions reimbursement, after trial period
  • Private medical insurance coverage – we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
  • Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
  • International career - regular training and international career opportunities
  • Multilingual exposure - improve your spoken and written language skills
  • Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
  • Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long. It’s different here! Check out our Facebook page!

Descrierea companiei

TELUS International focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

The company's solutions cover customer experience, digital transformation, content moderation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling all stages of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, and healthcare industries. The company serves clients in over 50 languages. TELUS holds a ~63% interest in TELUS International with Baring Private Equity Asia and Competence Call Center management holding the remaining ~33% and ~3%, respectively. Learn more at:

Technical Account Manager  -  TELUS International Europe

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