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IT Service Management Senior Analyst (Cantonese/Mandarin speaker)
Kuala Lumpur
Job No. r00191888
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
·ocus 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.
Qualifications
Required:
Degree or Diploma holder, with minimum 3-5 years of experience in supporting enterprise technologies or equivalent such as Azure, Cloud, 365 etc
Rotational shift applies.
Strong Cantonese/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
Preferred:
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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