Technical Account Manager (Based in Bangkok)

Agoda

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team:

The Customer Experience Group Technology (CEG Tech) team is responsible to ensure smooth delivery of information systems across a global network of multi-channel Contact Centers. We operate in 10 different countries, whether in the office, working remotely, or traveling, we enable everyone to stay connected.

The Opportunity:

For our team in Bangkok ,we are looking for a passionate person to align ,enable and expand relationships with existing and upcoming Partners. The Technical Account Manager is a team player, is passionate , exhibits professionalism and has proven expertise in Contact Center area. Excellent collaboration skills, able to learn new technologies quickly is a must. The candidate is part of a Virtual team supporting 17 sites across the globe in an exciting, multicultural environment. Being engaged – fast-paced, high-pressure startup environments excites you. You will report to the Director of Contact Center Technology in our IT department

In this Role, you’ll get to:

  • Become a trusted advisor on how to best leverage our platforms/infrastructure to maximize benefits
  • Demonstrate comprehensive knowledge of our platforms and infrastructure
  • Develop relationships with key business and IT stakeholders and become an expert on implementation
  • Create, edit and validate specifications documents like Statement of Work and provide relevant technical recommendations on solutions and enhancements specific to business needs
  • Participate in technical issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and sustainability
  • Provide timely status reports
  • Ensure appropriate documentation (BCP and others )
  • Demonstrate comprehensive knowledge of our platforms and infrastructure
  • Keep track of key performance metrics including capacity planning
  • Perform regular audits which might require occasional travel

What you’ll need to succeed:

  • Large scale implementation experience with complex solutions environments
  • Be able to navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business
  • Proven ability to analyze, design, and optimize business processes via technology and integration
  • Being adaptable – you are calm and effective under pressure, able to quickly pivot, excel at task prioritization and evaluation of situational urgency
  • Having experience with Contact Center/work optimization platforms (like Avaya/Genesys/Verint / Virtual desktop …. ) is a must
  • Having a strong analytical mindset, being positive and with an open attitude with a desire to succeed and grow within a challenging role
  • Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds)
  • Ability to work well with others
  • Excellent verbal and written communication skills in English
  • Ability to travel (up to 10 % of working time )

To apply for this job email your details to hello@cturtle.co

Job Overview
Job Location