ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS
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Responsibilities
POSITION SUMMARY
This position is part of the Customer Service and Support team. The team owns the Critical Situation (CritSit) Process and works across business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit. CritSit are business critical situations escalated by the client's highest priority Premier customer segment that includes customer from government, military, and fortune 500 companies. This role is part of the Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year afterhours coverage, identifying internal failings and driving positive change. The role follows a fixed 8-hour rotational schedule (Tue–Sat or Sun–Thu), with no night shift or on-call currently. Weekend and public holiday coverage may be required.
WHAT YOU WILL BE DOING
Manage Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
Deliver high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
Identify systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.
Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
Qualifications
MINIMUM QUALIFICATIONS
Minimum 4-5 years of working experience in a customer-oriented job position of which a minimum of 1-2 years in technical role would be desirable.
Proficiency in spoken and written English and Mandarin is required.
Broad knowledge of Microsoft products, programs, and policies.
Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
Must be customer oriented and have strong negotiation and problem solving skills.
Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
Exceptional organizational skills to manage effective escalation within different departments.
Must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
Must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
PREFERRED QUALIFICATIONS
Bachelor’s Degree with major in Computer Science or Information Technology is desired.
ITIL and PMP certification is an added advantage.
Service delivery experience and having experience in managing a vendor/partner team would be preferred.
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