Assistant Technical Account Manager

6 days ago

Kowloon, Hong Kong SAR China Master Concept (Hong Kong) Limited Full time

Assistant Technical Account Manager (Managed Service) We are seeking an organized and communicative individual to join our Managed Services Provider (MSP) team. As the Assistant Technical Account Manager , you will serve as the crucial bridge between our clients and our technical engineering teams. You will take ownership of the post-implementation lifecycle of both routine support and system enhancements. Responsibilities Client Relationship Management: Serve as the primary point of contact for assigned clients regarding all Service, Maintenance & Support (SM&S) matters, building trust and ensuring satisfaction. SLA & Performance Monitoring: Oversee and manage the operational delivery of support contracts. Proactively track ticket status to ensure all Service Level Agreements (SLAs) are met or exceeded. Service Review Meetings: Prepare for and lead regular (Monthly/Quarterly) Service Review sessions with clients, presenting service reports, addressing service concerns and discuss future service improvements. Incident Coordination: Act as the client advocate in major incident scenarios. Facilitate communication between the Service Desk, Engineers, and the client, providing clear, timely updates and helping to coordinate Root Cause Analysis (RCA) findings. Change and Enhancement Coordination: Coordinate scheduled maintenance, patching, and minor enhancements. Handle requirement gathering and scheduled works with technical teams to ensure minimal impact on client operations. Requirements Diploma or Bachelor’s Degree in Information Technology, Business Administration or related disciplines. 2+ years of relevant experience in IT service delivery, project coordination and customer success experience in SI company or MSP environment. Ability to translate technical concepts into plain language for non-technical stakeholders. Excellent troubleshooting and problem-solving skills. Self-motivated with ability to work with minimal supervision. Good communication and interpersonal skills, with ability to work effectively in a team. Excellent command in English, Cantonese and Mandarin. Candidates with less experience will be considered for the position of Technical Account Officer . About the Company Founded in 2003, Master Concept provides technology services and cloud advisory to improve customer experience for the world’s leading brands. With more than 120 people serving enterprise clients and thousands of other businesses across the Asia Pacific, our team delivers cloud strategy, implementation, integration support, training and platform enhancements for customers across all industries. For further information about our solution offering, please visit . #J-18808-Ljbffr

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