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customer support representative

technical support manager

ibex

<div>
 The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.
 
 
 <ul>
 <li>
 Serve as the primary technical liaison between Ibex and the client.
 </li>
 <li>
 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
 </li>
 <li>
 Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams.
 </li>
 <li>
 Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
 </li>
 <li>
 Documents client requirements, workflows, risks, and technical profiles clearly.
 </li>
 <li>
 Monitor service delivery, analytics, and SLAs.
 </li>
 <li>
 Identifies risks early and prevents issues through proactive monitoring
 </li>
 <li>
 Maintains accurate documentation, client technical profiles, and playbooks
 </li>
 <li>
 Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Strong understanding of IT infrastructure, networks, and system performance.
 </li>
 <li>
 Ability to translate technical concepts for non-technical stakeholders.
 </li>
 <li>
 Customer-focused mindset with a commitment to client stability and satisfaction.
 </li>
 <li>
 Critical thinker with the ability to anticipate risks and prevent issues.
 </li>
 <li>
 Excellent communication, client-handling, and escalation-management skills.
 </li>
 <li>
 Strong analytical and troubleshooting skills.
 </li>
 <li>
 Attention to detail in documentation, RCAs, and configurations
 </li>
 <li>
 Resilient under pressure, especially during incidents or outages
 </li>
 <li>
 Experience working with SLAs, reporting, and performance monitoring tools.
 </li>
 <li>
 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 
 </li>
 </ul>
 </ul>
 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
 </li>
 <li>
 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
 </li>
 <li>
 Familiarity with SLAs, operational workflows, and incident management processes.
 </li>
 </ul>
</div>

Assistant Manager, (Technical Account Management TAM)

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Serve as the primary technical liaison between Ibex and the client.
 </li>
 <li>
 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
 </li>
 <li>
 Build strong technical relationships with clients and translate client requirements into technical tasks for internal teams.
 </li>
 <li>
 Handle technical escalations, drive issue resolution, and coordinate RCAs with internal teams.
 </li>
 <li>
 Document client requirements, workflows, risks, and technical profiles clearly.
 </li>
 <li>
 Monitor service delivery, analytics, and SLAs.
 </li>
 <li>
 Identify risks early and prevent issues through proactive monitoring.
 </li>
 <li>
 Maintain accurate documentation, client technical profiles, and playbooks.
 </li>
 <li>
 Coordinate improvement initiatives, feature adoption, platform improvement, and stability initiatives with Operations and IT Infrastructure.
 </li>
 </ul>
 
 
 
 
 
 
 
 Qualifications
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
 </li>
 <li>
 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
 </li>
 <li>
 Familiarity with SLAs, operational workflows, and incident management processes.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Strong understanding of IT infrastructure, networks, and system performance.
 </li>
 <li>
 Ability to translate technical concepts for non-technical stakeholders.
 </li>
 <li>
 Customer-focused mindset with a commitment to client stability and satisfaction.
 </li>
 <li>
 Critical thinker with the ability to anticipate risks and prevent issues.
 </li>
 <li>
 Excellent communication, client-handling, and escalation-management skills.
 </li>
 <li>
 Strong analytical and troubleshooting skills.
 </li>
 <li>
 Attention to detail in documentation, RCAs, and configurations.
 </li>
 <li>
 Resilient under pressure, especially during incidents or outages.
 </li>
 <li>
 Experience working with SLAs, reporting, and performance monitoring tools.
 </li>
 <li>
 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 </li>
 </ul>
 
 
 
 
 
 
 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams.
 
 
 
</div>

Assistant Manager - Technical Account Management (TAM)

TCP Software

<div>
 
 TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role.
 
 
 
 
 About TCP (TimeClock Plus):
 
 
 
 For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.
 
 
 We are seeking a proven performer to help us grow our loyal customer base. Responsibilities include retaining and expanding our install base by helping our customers fully realise potential ROI through our service offerings by:
 
 
 <ul>
 <li>
 Helping drive adoption through engagement.
 </li>
 <li>
 Understanding our customers' business and identifying areas of opportunity/growth to application of our service offerings.
 </li>
 <li>
 Aligning our customers' needs with additional potential matches from our product suite.
 
 
 </li>
 </ul>
 The Technical Success Manager role is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, and share a passion for technology and a love for working in a dynamic environment.
 
 
 
 As a Technical Success Manager you will:
 
 
 
 <ul>
 <li>
 Build a deep technical understanding of our product suite, service offerings and their potential impact on our customer install base.
 </li>
 <li>
 Take complete ownership of identifying and resolving technical challenges in the way of complete adoption.
 </li>
 <li>
 Develop a functional understanding of complex issues and take complete ownership of resolving and/or project managing a resolution to such issues.
 </li>
 <li>
 Formulate business solutions for technical problems to align cross functional teams on customer needs.
 </li>
 <li>
 Strong technical aptitude, passion, and commitment for Technical Success
 </li>
 <li>
 Strong time management skills
 </li>
 <li>
 Ability to articulate a clear, concise return on the investment value statement.
 </li>
 <li>
 Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
 </li>
 <li>
 Ensure a high rate of renewal across the customer base- Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
 </li>
 <li>
 Identify opportunities to up-sell / cross-sell within the existing customer base.
 </li>
 <li>
 Manage existing accounts and maintain relationships with decision-makers at the executive and management levels.
 </li>
 <li>
 Manage and track customer and transactional information in a CRM system.
 </li>
 <li>
 Coordinate resources throughout the sales cycle, including product support and sales engineering to meet account performance objectives and customers' expectations.
 </li>
 <li>
 Provide product demonstrations and general support to prospective customers.
 </li>
 <li>
 Develop and deliver strategies that help drive our clients business.
 </li>
 <li>
 Keep abreast of competition, competitive issues, and products.
 </li>
 <li>
 Practice active, excellent communication with management, customers, and support staff
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Experience working in Customer Success and/or Account Management is a must.
 </li>
 <li>
 Experience working as a Solution Consultant and/or Sales Engineer highly desirable.
 </li>
 <li>
 Technical exposure to solution delivery, implementation, product development will be considered a plus.
 </li>
 <li>
 Outstanding organizational skills, ability to manage multiple projects.
 </li>
 <li>
 Passionate about building customer relationships.
 </li>
 <li>
 Experience driving adoption of SaaS-based solutions Ability to thrive in a fast-paced startup environment.
 </li>
 <li>
 2-3+ Years of account management or similar role
 </li>
 <li>
 Salesforce.com experience is a plus.
 </li>
 <li>
 Previous Success or Sales experience is a plus.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Competitive salary
 </li>
 <li>
 PTO and Sick leaves
 </li>
 <li>
 In-Patient &amp; Out-Patient Health insurance
 </li>
 <li>
 Provident fund and EOBI
 </li>
 <li>
 The work/life set up you need to be successful
 </li>
 <li>
 A creative, collaborative, supportive environment that gives you the autonomy to explore new ideas, grow your skill set and create outstanding results
 </li>
 <li>
 The chance to make a genuine impact on the company's growth
 </li>
 <li>
 Plenty of challenging work and the opportunity to stretch yourself
 </li>
 <li>
 The opportunity to work with amazing talent in a fast-growing company that really values their team
 </li>
 </ul>
</div>

Technical Success Manager

Soliton Technologies

<div>
 
 Job Description
 
 
 
 
 About Us:
 
 
 
 Persivia / Soliton Technologies is a global leader in AI-driven population health, chronic care management, clinical quality and real-time healthcare intelligence, with operations in Boston, Riyadh and Lahore. Our AI platform powers national-scale health transformation initiatives, real-time clinical decision support, VBC performance and digital-first care delivery.
 
 
 
 About The Role
 
 
 
 We are seeking Technical Support Engineers who will help support our customer base as well as our development team. This is a position where you are responsible for taking customer issues and triage them; you will also be working with our software engineering team to troubleshoot and resolve the issues, if required.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Troubleshoot problems reported by customers and help solve technical issues.
 </li>
 <li>
 Answer questions from customers as well as prospective customers about the features and capabilities of our solutions.
 </li>
 <li>
 Develop customer-facing documentation for our solutions on an as-needed basis.
 </li>
 <li>
 Communicate customer needs and wishes to our product team.
 </li>
 <li>
 Log and track customer issues, and communicate status back to the customer.
 </li>
 <li>
 Address issues resulting from application monitoring to ensure system availability.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Excellent understanding of the technical fundamentals of the web-based applications.
 </li>
 <li>
 Minimum 3 years Hands-on experience in relational databases (SQL Server, Oracle) a huge plus.
 </li>
 <li>
 Knowledge in HL7 (V3 preferred), XML, and web services.
 </li>
 <li>
 Experience working with enterprise systems such as Jboss and WebLogic.
 </li>
 <li>
 Excellent troubleshooting ability in a Microsoft Windows environment. Experience working in a SaaS environment a plus.
 </li>
 <li>
 Experience with Electronic Medical Record Software like EPIC, AllScripts, AdvancedMD, AthenaHealth, Elation, eClinicalWorks, etc is a plus.
 </li>
 <li>
 Excellent written and verbal communication skills. Strong customer service skills.
 </li>
 <li>
 Bachelor&rsquo;s degree in Computer Science, technical field, or equivalent experience.
 
 
 </li>
 </ul>
 
 Shift Timings: Rotational (Afternoon Shift, Evening Shift)
 
 
 
 
 What We Offer
 
 
 
 <ul>
 <li>
 Tax-free, remittance-based salary structure.
 </li>
 <li>
 Opportunity to work on cutting-edge HealthTech solutions impacting global healthcare.
 </li>
 <li>
 Collaborative and innovative work environment.
 </li>
 <li>
 Continuous learning and professional development opportunities.
 </li>
 <li>
 Exposure to international teams and large-scale data platforms.
 
 
 </li>
 </ul>
 Role Code:
 
 #ST25Q4TE
 
</div>

Technical Support Engineer

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Key Performance Indicators
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 </li>
 </ul>
 
 
 
 
 
 
 
 Education &amp; Experience
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
 
 
</div>

Global ITSM Analyst - Incident Specialist

CyberCraft Private Limited

<ul><li>Provide first-level IT support for end users</li><li>Install, configure, and support Windows 11, MS Office 365, printers, and peripherals</li></ul><ul><li>Troubleshoot and resolve software, OS, email, and basic network issues</li><li>Assist in user account management, password resets, and access permissions</li><li>Maintain IT systems, ensure system uptime, and follow support procedures</li><li>Escalate complex issues to senior engineers with proper documentation</li><li>Maintain logs, incident records, and basic IT documentation</li><li>Ensure compliance with IT security policies and best practices</li></ul>Job Type: Full-timePay: From Rs36,000.00 per monthAbility to commute/relocate:<ul><li>Lahore: Reliably commute or planning to relocate before starting work (Required)</li></ul>Application Question(s):<ul><li>What is your salary demand within the advertised limit and how much you are going to forgo on the basis of learning curve and ease of job</li><li>Are you currently on job or searching for one</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>IT Support: 1 year (Preferred)</li></ul>Language:<ul><li>English and Urdu (Preferred)</li></ul>Location:<ul><li>Lahore (Preferred)</li></ul>Work Location: In person

Trainee IT Support Engineer

Sybrid Pvt Ltd (The Lakson Group of Companies)

This job entails customer interaction in an inbound &amp; outbound contact centre environment. TSE is required to ensure the highest standards of customer service by providing customer support to customers on call.Key Responsibilities and Duties/Results Expected:<ul><li>Responsible for meeting all targets/KPI&rsquo;s on a daily basis as set by the Department.</li><li>A strict adherence to shift and break schedule as communicated by the operations department.</li><li>Strict compliance with company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.</li><li>Answer telephones and Provide customer services with 100% accuracy.</li><li>Make customer callbacks</li><li>Must be able to work a flexible schedule that will include weekends and holidays</li><li>Using problem-solving skills to handle difficult or irate clients.</li><li>Suggesting alternatives to resolve customer&rsquo;s complaints on a priority basis.</li><li>Bring awareness among customers by educating them about promotions and services.</li><li>He/she will be responsible to ensure his /her duty adherence as per roster.</li><li>Learning about an organization&rsquo;s products or services and keeping up-to-date with any changes to them.</li><li>Regularly attending Pre-shifts, training and coaching sessions conducted by Service Quality and supervisors/Team leaders.</li><li>Conveying customer&rsquo;s feedback and suggestions to the supervisor, in order to offer services, exceed customer expectations.</li><li>Taking immediate measures to resolve the customer&rsquo;s problem keeping company policies in view.</li><li>Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA etc</li></ul>Competencies and Critical Success Factors :Compliance<ul><li>Applying an understanding of key legal precedents, policies and practices to protect the interests of the organization and individual employees</li></ul>Customer Focus<ul><li>Researching and understanding client business operations and agenda</li><li>Identifying and articulating project drivers, strategic fit and commercial benefits with client</li><li>Responding to customer&rsquo;s needs in a manner that provides added value and generates significant customer satisfaction</li><li>Building strong relationships with customer, focusing on the impact and result for the customer and responding positively to feedback</li></ul>Technology Expertise<ul><li>Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity</li></ul>Conceptualization and Problem Solving<ul><li>Supporting recommendations by objective facts and research</li><li>Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters</li><li>Employing structured approaches to generate ideas, evaluate and select options</li><li>Proficiency in developing and evaluating options and alternative courses of action</li></ul>Communication and Presentation<ul><li>Demonstrating good oral and written communication skills</li><li>Using a range of techniques and approaches to convey thoughts and ideas in a range of situations</li><li>Well presented (Good personal hygiene, dressing appropriately, etc.)</li><li>Demonstrating confidence and assertiveness in an interpersonal manner</li><li>Communicating appropriately via nonverbal behaviour (i.e. eye contact, etc.)</li></ul>Knowledge ManagementDemonstrating a conceptual and practical understanding of approaches and tools to help organize groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectivesVirtual Teamwork<ul><li>Developing and implementing strategies for maximizing the collaboration of non-co-related work groups.</li></ul>Assessment and Measurement SkillsDemonstrating the ability to determine key needs, diagnose and address problems, identify key metrics and accurately monitor the progress of important initiatives and activities.Employee Advocacy Maintaining the focus on a fair and empowering work environment for all employees.Benefits:<ul><li>10 Sick Leaves</li><li>10 Casual Leaves</li><li>07 Annual Leaves (After completion of one year)</li></ul>After Completion of Six Months Period Agent will be entitled to the following Benefits:<ul><li>Medical Coverage IPD (Hospitalization Coverage for Employee, Spouse and Children)</li><li>Medical Coverage OPD (Hospitalization Coverage for Employee, Parents, Spouse and Children)</li><li>Group life insurance</li></ul>Job Types: Full-time, FresherPay: Rs40,000.00 per monthWork Location: In person

Technical Support Engineer (Networking)

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