BPO - Client Technology Associate (Hybrid Setup)

About the Role

The Client Technology Associate (CTA) supports the Client Technology Manager (CTM) and Enterprise Service Delivery teams in managing the technical relationship between the client and its customers. This role is customer-facing and technical, serving as a key support resource for large and national enterprise accounts.

The CTA acts as a bridge between technical teams and clients — translating complex technical concepts into clear, business-friendly language while helping ensure service excellence. This position is ideal for a Tier 2-level engineer or technically strong analyst who is passionate about helping others and eager to grow into a strategic client-facing role.

What You’ll Do

• Serve as a customer-facing technical resource supporting CTMs and Enterprise Service Delivery Managers (ESDMs) on assigned accounts.

• Participate in client meetings and customer calls, providing technical insight and follow-up support.

• Assist in managing the day-to-day technical relationship for large and national enterprise accounts.

• Perform infrastructure and cybersecurity reviews, identifying risks and areas for improvement.

• Conduct deep dives and gap analyses to identify technical deficiencies, service improvement opportunities, and alignment with client business needs.

• Translate technical findings, system impacts, and risks into clear, simplified language for non-technical stakeholders.

• Support vendor coordination efforts (ISPs, software vendors, hardware providers, etc.) as directed.

• Assist in scoping calls alongside Account Management and Solution Engineering teams.

• Analyze recurring incidents and trends to recommend preventative or strategic improvements.

• Document findings, action items, and recommendations clearly and professionally.

• Continuously expand technical and business knowledge to grow into higher-level client advisory responsibilities.

What Skills & Experience You’ll Need

Technical Skills

• Strong understanding of IT infrastructure fundamentals (servers, networking, cloud environments, endpoint management).

• Working knowledge of cybersecurity best practices and risk identification.

• Experience at a Tier 2 support level or equivalent technical troubleshooting background.

• Familiarity with Microsoft technologies (Windows Server, Active Directory, Microsoft 365, Azure) preferred.

• Ability to assess technical environments and identify gaps or improvement opportunities.

Business & Analytical Skills

• Strong Business Analyst capabilities, including:

• Deep-dive analysis

• Gap analysis

• Impact assessment

• Root cause identification

• Ability to simplify high-complexity technical issues and explain business impact clearly.

• Analytical mindset with strong problem-solving abilities.

• Comfortable working on large, complex client environments.

Client-Facing & Soft Skills

• Confident and professional presence on customer calls.

• Strong communication skills — both written and verbal.

• Ability to translate technical concepts into simple, understandable language.

• Organized with strong time management skills.

• Passion for helping clients succeed.

• Growth-oriented mindset with willingness to learn and develop.

• Strong service ethic and ownership mentality.