We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.
This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities :
- Represent the customer’s business impact.
- Support the end-to-end problem resolution.
- Problem identification against the case portfolio.
Key Role Responsibilities
Technical Know-How :
Knowledgeable in products such as Windows, Azure, Cloud, or any related tools / technologiesKnowledgeable in IT Service Management processMonitor reactive cases owned by internal support organizationsEnsure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.Relationship Management
Know the customer and understand our customer’s expectations with their reactive support experienceFocus on critical issues to ensure customer satisfactionSet proper expectations with customers for supportProactive Management of Reactive Experience
Acknowledge and respond to customers' requests promptlyAnticipate risk and escalations based on customer contextHandle high-risk escalations and gather / analyze information as needed to support the customerUnderstand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholdersEnsure clear communication channels are established and documented with the customer and enable effective cross group collaborationCritical Thinking
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive preventionEstablish a customer obsession approach that puts the customer and the customer operational health in the centerJob Qualifications
Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent.Strong English, and Mandarin or Cantonese proficiency, written and verbal communication skills.Experienced in customer service, with a focus on empathy and active listening skills.Positive, energetic, enthusiastic attitudeStrong attention to detail.Excellent at multi-tasking & task prioritization.Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.Ability to apply judgement in high pressure situations with minimal external guidance.Regular working hours from Monday to Friday, 9AM – 6PM.Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
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