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IT Service Management Specialist (Mandarin speaker)

Kuala Lumpur Job No. r00191887 Full-time

Job Description

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and build relationships with them.

This role oversees several key functions to ensure our customers receive the most from their Unified contact with client. This role is the single point of contact (SPOC) and is responsible for all the Reactive Support experience of the customer, including accountable for customer-facing ownership during escalations, and empowered to elevate/escalate within engineering based on business justification. This will require establishing and maintaining strong relationships with current customers and addressing their technical support needs, while managing expectations and orchestrating internal client resources as needed to achieve those expectations to a high standard. Besides building strong relationships with customers, they must be able to understand the current products and services.  Provide insights on the customer’s problems and addressing pain points.

1. Technical Know-How

  • Knowledgeable in Azure, Dynamics 365, AWS, or any related tools/technologies

  • Tech-savvy, good knowledge of Cloud and IT Service Management

  • Assist customers’ technical requests and take care of any technical issues.

2. Relationship Management

  • Build strong customer relationships, especially with key customer stakeholders and sponsors to enable quality solution planning, delivery execution and governance

  • Know the customer and understand their expectations with their reactive support experience

  • Understand the customer’s business, priorities and IT objectives in order to develop and manage the delivery of support services to enable customers to fulfill the value of Microsoft products and cloud services

  • Focus on support issues and orchestrate support teams to resolve customer concerns to ensure customer satisfaction

  • Always strive to provide exceptional customer experience

  • Manage customer expectation and lead them to customer satisfaction

  • Keep track of key account metrics (defined internal metrics)

3. Incident Administration

  • Monitor reactive cases owned by internal support organizations

  • Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health

  • Communicate the progress to both internal and external stakeholders.

4. Escalation Handling

  • Handle high-risk escalations and gather/analyze information as needed to support the customer

  • Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

5.Critical Thinking

  • Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.

  • Establish a customer obsession approach that puts the customer and the customer operational health in the center.



  • Degree or Diploma holder, with minimum 5-7 years of experience in supporting enterprise technologies or equivalent such as Azure, Cloud, 365 etc

  • Rotational shift applies.

  • Strong Mandarin and English proficiency, written and verbal communication skills

  • Positive, energetic, enthusiastic attitude

  • Strong 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

  • Strong ability to comprehend written communications


  • Understanding of reactive case lifecycle and troubleshooting methodology

  • Track record in successfully coordinating activities that involve cross-team of internal/external contacts

  • ITIL Foundation™ certified (or equivalent).

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