Technical Know-How:
1. Proficient in Azure, Dynamics 365, AWS, or similar tools/technologies.
2. Tech-savvy with a strong grasp of Cloud and IT Service Management.
3. Address customers' technical inquiries and resolve issues promptly.
Relationship Management:
1. Cultivate strong relationships with customers, particularly key stakeholders and sponsors, to ensure successful solution planning and delivery.
2. Understand customers' needs and provide responsive support.
3. Familiarize yourself with customers' businesses and IT goals to deliver tailored support services and enhance their Microsoft product experience.
4. Focus on issue resolution and coordinate support teams to ensure customer satisfaction.
5. Strive for exceptional customer experiences and manage expectations effectively.
6. Monitor key account 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.
Fluent in Mandarin or Cantonese
Diploma or degree holder
Minimum 5 years of experience in technical support or related roles such as Azure, Cloud, 365, etc.
Domain knowledge and experience supporting Microsoft products
Proficiency in either Cantonese or Mandarin (either is acceptable)
Immediate start available from February 26 or March 4.