Programme Support Executive x1

Lift - Sales Support Admin

• Office Location: Kaki Bukit Singapore
• Working Hours: Mon – Fri 8.30am – 5.45pm
• Monthly Salary: Base up to $3000 + AWS + Variable Bonus (VB)
• Employment Type: Full time, Permanent Contract

Company Overview
The company is a globally recognized organization with a strong reputation for innovation, reliability, and customer satisfaction. The company’s commitment to excellence enables the company to deliver world‑class solutions and services across Singapore and international markets.

Responsibility

• Handle customer enquiries related to engineering services and maintenance contracts, ensuring timely response and follow-up.
• Prepare, process, and track sales quotations, invoices, Bills of Quantity (BQ), and related documentation.
• Coordinate with customers on Goods Receipt (GR) status and liaise with the Field Service team on Purchase Requisitions (PR) and Purchase Orders (PO).
• Process billing for Maintenance and Permit-To-Operate (PTO) contracts, working closely with the Finance department.
• Follow up with customers on Purchase Orders and GR completion to ensure smooth billing and documentation flow.
• Provide general administrative support, including assistance with insurance matters, customer surveys, and company initiatives.

Requirement

• Diploma in business or equivalent and recognized by relevant authority
• Minimum 2 years of relevant experience in business administration or sales support. Preferably in lift or escalator industry.
• Good working knowledge of CRM systems
• Proficient in SAP for business and sales operations
• Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Strong interpersonal and communication skills
• Candidate who can start immediately or within short notice will be preferred

We regret to inform you that only shortlisted applicants will be notified.
Recruit Lync Pte Ltd | EA License Number: 22C1000
Chen Hoe Nam | EA Personnel License: R25158678

Job Summary:

The Operations & Customer Support Executive plays a critical role in ensuring efficient operational processes and delivering exceptional customer service. This position is responsible for coordinating daily operations, managing customer inquiries, and providing administrative support to enhance the overall workflow and customer experience.

Key Responsibilities:

The list of key responsibilities is not exhaustive and may include additional task as required.

Your job roles may be assigned or amended as necessary based on business needs and as determined appropriate by your superior.

1.     Operational Support:

·       Coordinate and monitor daily operations to ensure efficient workflows.

·       Maintain and update operational records, ensuring accuracy and compliance.

·       Collaborate with internal teams to streamline processes and resolve operational challenges.

2.     Production Order Support:

·       Process and manage production orders, ensuring timely execution and delivery.

·       Track order progress and address any delays or issues promptly.

·       Work closely with the production team to align schedules with order requirements.

·       Prepare production schedules and allocate resources effectively.

3.     Inventory Management:

·       Monitor and maintain inventory levels to meet production and operational needs.

·       Conduct regular inventory checks and audits to ensure accuracy.

·       Implement inventory control measures to minimize wastage and optimize stock levels.

4.     Customer Support:

·       Handle customer inquiries, complaints, and feedback via various communication channels.

·       Provide timely updates on order statuses, delivery schedules, and other customer-related matters.

·       Ensure a high level of customer satisfaction by resolving issues efficiently.

5.     Administrative Duties:

·       Prepare reports, schedules, and correspondence as required.

·       Maintain accurate documentation for production orders, inventory records, and customer interactions.

·       Ensure compliance with company policies and industry standards.

6.     Continuous Improvement:

·       Identify opportunities to improve production processes, inventory management, and customer service.

·       Assist in implementing new procedures to enhance productivity and reduce costs.

7.     Working Conditions:

·      Based in the office with regular interaction with the operation teams.

Job Requirements

·       Diploma in related field.

·       Previous experience in sales administration, customer service, or office administration preferred.

·       Strong organizational, communication, and interpersonal skills.

·       Attention to detail and ability to manage multiple tasks simultaneously.

·       Proficiency in Microsoft Office, CRM, and accounting software.

·       Proactive, adaptable, and able to work both independently and as part of a team.

·       Customer-oriented mindset with a focus on supporting sales growth.

• Perform deep-dive statistical analysis and build machine learning models for tasks like classification, regression, clustering, and recommendation.
• Design, develop, and maintain scalable and efficient data pipelines to automate data collection, cleaning, and feature generation.
• Collaborate with business stakeholders or cross functional team to define problems, identify key metrics, and present data-driven recommendations.
• Develop and implement A/B testing frameworks to validate hypotheses and measure model impact.
• Work with AI Engineers to prepare models for production, providing clean code and well-engineered features.
• Implement governance, quality checks, and compliance standards (PDPA).

• Provide insights to business units through advanced analytics and visualization.
  

  Requirements:

• Diploma or Degree in Information Technology, Computer Science, or related field.

• 2–5 years of IT support experience, preferably in project‑based environments (EPC, construction, shipyard, infrastructure, oil & gas).

• Experience liaising with both end users and corporate IT teams.

• Strong knowledge of IT support, hardware, software, and basic networking.

• Experience supporting project offices or site environments.

• Understanding of IT compliance, security, and corporate IT governance.

• Advanced skills in Microsoft Excel (pivot tables, dashboards, analytics).

• Familiarity with IT service ticketing systems (ServiceNow, Freshservice, Jira, etc.).

• Knowledge of IT best practices.

• Strong problem‑solving and analytical skills

• Good communication and stakeholder management

• Ability to work independently in fast‑paced environments, well-organised with strong tracking and follow‑up discipline
  
  Location(s):
  
  Seatrium (SG) Pte. Ltd.
  Tuas Boulevard Yard
  80 Tuas South Boulevard, Singapore 637051
  (Islandwide transport provided)
  
  Working Hours:
  Monday – Thursday: 8:00am – 5.15pm
  Friday: 8:00am – 4.30pm
  
  Interested candidates are invited to send us an updated resume with your current and expected salary and earliest availability.
  
  We regret that only shortlisted candidates will be notified.
  
  Please note that your personal data disclosed to Seatrium Limited and our group of companies, shall be used for the purposes of evaluation, and processing in accordance with our recruitment processes and policies. By providing your personal data, you have consented to the aforesaid purpose under the provisions of the Personal Data Protection Act 2012.

Job Description & Requirements

- Coordinate with customers and vendors on the fulfilment of their shipments

- Collaborating with logistics partners to optimize shipment schedule and costs

- Work Closely with Airlines and Ocean Carriers on space and rates

- Generate quotations and process confirmed job orders

- Negotiate trade terms and rates with clients to achieve a win-win situation

- Maintain good relationships customers and internal operation team

- Coordinate with internal teams such as operations, finance, transport and warehousing team to ensure smooth service delivery

- Manage documentation, customs clearance, and related paperwork.

Requirements :

• At least 3 years of relevant working experience in air/sea freight industry

• Good verbal, written and interpersonal skills

• Good time management skills, prioritize tasks and able to work under tight schedule and pressure

• Able to work independently with good problem solving skill

• Mature personality and able to work in result oriented and collaborative environment

• A team player and self-motivated individual

• Customer-focused attitude with a willingness to provide exceptional service

• Processed sales orders in D365 Business Central, including order entry, payment verification, and invoicing.

• Maintained accurate sales records, documentation, and coordinated with stakeholders to ensure smooth order fulfilment (Import/export) and deliveries.

• Supported sales operations by tracking order status, preparing shipment documents, and assisting with monthly sales closing and reporting.
  

Requirement:

• Diploma in Business Administration, Supply Chain, or related field with 1–2 years of relevant experience; proficient in MS Office and detail-oriented with strong organizational skills.

• Experience in import/export documentation.
  

Additional Information:

• Up to $3500

• Located in Labrador Park
  

We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | Remus Gan | Registration No: R21102972

Administrator (Sales Support)

• Office Location: Kaki Bukit Singapore
• Working Hours: Mon – Fri 8.30am – 5.45pm
• Monthly Salary: Base up to $3000 + AWS + Variable Bonus (VB)
• Employment Type: Full time, Permanent Contract

Company Overview
The company is a globally recognized organization with a strong reputation for innovation, reliability, and customer satisfaction. The company’s commitment to excellence enables the company to deliver world‑class solutions and services across Singapore and international markets.

Responsibility

• Handle customer enquiries related to engineering services and maintenance contracts, ensuring timely response and follow-up.
• Prepare, process, and track sales quotations, invoices, Bills of Quantity (BQ), and related documentation.
• Coordinate with customers on Goods Receipt (GR) status and liaise with the Field Service team on Purchase Requisitions (PR) and Purchase Orders (PO).
• Process billing for Maintenance and Permit-To-Operate (PTO) contracts, working closely with the Finance department.
• Follow up with customers on Purchase Orders and GR completion to ensure smooth billing and documentation flow.
• Provide general administrative support, including assistance with insurance matters, customer surveys, and company initiatives.

Requirement

• Diploma in business or equivalent and recognized by relevant authority
• Minimum 2 years of relevant experience in business administration or sales support. Preferably in lift or escalator industry.
• Good working knowledge of CRM systems
• Proficient in SAP for business and sales operations
• Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Strong interpersonal and communication skills
• Candidate who can start immediately or within short notice will be preferred

We regret to inform you that only shortlisted applicants will be notified.
Recruit Lync Pte Ltd | EA License Number: 22C1000
Chen Hoe Nam | EA Personnel License: R25158678

Job Purpose:

To provide comprehensive support to the sales team by handling customer inquiries, preparing quotations, managing bookings, and ensuring smooth coordination between internal departments and clients. The role requires strong customer service skills, attention to detail, the use of AI and knowledge of shipping processes to ensure customer satisfaction and support the company’s commercial objectives.

Key Responsibilities:

Sales & Customer Support

• Prepare quotations, proposals, tenders, and service agreements in line with company policies.

• Handle customer inquiries on rates, schedules, equipment availability, and service offerings.

• Coordinate bookings and space arrangements to meet customer requirements.

• Support Sales Managers in rate negotiations and contract administration.

Operational Coordination

• Liaise with operations, equipment control, documentation, and customer service teams to ensure smooth execution of shipments.

• Track bookings and ensure timely updates to customers on shipment status.

• Ensure accuracy in rate filing, customer records, and service agreements.

Client Relationship Management

•Maintain strong working relationships with existing customers by providing timely updates and support.

•Resolve routine customer issues, escalating complex cases to Assistant Manager / Manager where needed.

•Support the development of new accounts by coordinating with Sales team on lead follow-ups.

Reporting & Analysis

•Prepare weekly and monthly sales support reports (quotations, bookings, customer performance).

•Monitor KPIs such as quotation turnaround time, booking accuracy, and customer satisfaction.

•Provide feedback and suggestions to improve service efficiency.

Qualifications & Requirements:

•Diploma or Bachelor’s Degree in Business, Logistics, Supply Chain, or Maritime Studies preferred.

•Minimum 3 years of experience in shipping, logistics, or freight forwarding, preferably in sales support or customer service.

•Strong knowledge of shipping documentation, bookings, and rate structures.

•Proficient in MS Office; familiarity with shipping systems (e.g., CargoWise, INTTRA, or equivalent) is an advantage.

•Excellent communication and coordination skills.

•Detail-oriented, organized, and able to manage multiple priorities.

Key Competencies:

•Strong customer service and support orientation

•Teamwork and collaboration across departments

•Problem-solving with attention to detail

•Time management and ability to work under pressure

•Commercial awareness

Work location: Central
Working hours: Monday to Friday office hours
Salary: $2580 per month

1 year contract

Job Scope:

• Handle feedback via outbound calls and email
• Work closely with internal and external stakeholders to resolve feedback
• Utilise common Office tools to collect information for feedback case-handling
• Follow guidelines on feedback handling
• To perform any ad hoc duties as assigned

Requirements:

• Diploma in any field
• Ability to communicate effectively
• At least two years of experience in customer service roles
• Proficient in Microsoft Office and other digital tools

Interested applicants please email your CV to nadirah.hirwandy@tg-hr.com

SINGAPOREANS ONLY

Overview

The Accounting Intern (Audit Support) will assist the Finance Department in preparing audit schedules, organizing financial records, and ensuring proper documentation for external audit. This role provides hands-on exposure to audit processes, full-set accounts, and compliance requirements.

Key Responsibilities

1. Audit Preparation & Support

• Assist in preparing audit schedules (AR, AP, GL, bank, fixed assets)
• Retrieve and organize supporting documents for audit requests
• Ensure all records are properly filed and easily traceable
• Liaise with internal team to gather missing documents

2. Documentation & Filing

• Organize financial documents (invoices, receipts, contracts, payment records)
• Maintain proper filing system (softcopy & hardcopy)
• Ensure documents are labeled and stored according to audit requirements

3. Accounts Verification

• Assist in checking completeness of AR/AP records
• Match invoices with supporting documents (PO, DO, service reports)
• Verify entries against supporting documents for accuracy

4. Data Entry & ERP System (e.g., Synergix)

• Input accounting data accurately into ERP system
• Assist in updating audit-related records
• Generate reports required for audit review

5. Bank & Reconciliation Support

• Assist in bank reconciliation checks
• Support verification of transactions and balances
• Flag discrepancies for review

6. Administrative & Ad-Hoc Tasks

• Assist Finance Manager in audit-related tasks
• Support in report compilation and data extraction
• Any other duties assigned by Finance team

Learning Exposure

• Audit process (internal & external)
• Financial documentation and compliance standards
• ERP system usage (e.g., Synergix)
• Bank reconciliation and audit testing
• Real audit working papers preparation

Requirements

• Currently pursuing Diploma in Accounting or Finance
• Basic understanding of accounting principles
• Proficient in Microsoft Excel
• Detail-oriented with strong organizational skills
• Able to handle confidential financial data

Working Hours

• Monday to Friday: 8:30am – 5:00pm

Internship Duration

• Minimum 3 months (preferred 4–6 months for full audit cycle exposure)

Responsibilities:

• Develop an understanding of incident tickets and collaborate with functional subject matter experts to determine appropriate resolutions and target completion dates.

• Clearly articulate ticket details, including symptoms, findings, resolutions, and timelines, to client/users in a professional manner.

• Respond to client and user queries by liaising with relevant internal functional team(s) to ensure accurate and timely information is provided.

Must have skills:

• Basic understanding of the Software Development Lifecycle (SDLC).

• General knowledge of 3-tier system architecture.

• Ability to quickly pick up functional knowledge.

• Strong communication skills with the ability to present and explain technical issues to external parties under guidance.

• A proactive attitude and willingness to work collaboratively across teams.

Duration: 5-month Contract

Responsibilities

• Perform accurate data entry, maintain records, and assist with documentation and filing
• Handle basic customer enquiries via email and phone, providing information and escalating complex issues
• Assist with order processing, quotations, and verification of routine documents
• Provide day-to-day administrative support to the Customer Service team and help ensure smooth workflow
• Coordinate simple tasks and support team operations as needed

Requirements

• Diploma with 1–3 years of experience in administrative, data entry, or customer service roles
• Strong attention to detail, accuracy, and organizational skills
• Good communication skills and basic proficiency in Microsoft Office (Word, Excel, Outlook

** This Singapore-based position is opened to Singaporeans only.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd   |   EA Licence:11C3793   |   Nurul Amirah |   Registration No: R22108940

Responsibilities:

• Handle and respond daily sales inquiries through phone, email, and other communication platforms, to address the client needs effectively.

• Prepared electronic quotations and proactively managed follow-ups on sales related matters.

• Cultivated strong customer relationships to drive long-term business retention. Preparing and submitting weekly or monthly reports promptly, ensuring they meet designated deadlines, and handled administrative paperwork.

• Assisted the Outdoor Sales in recognizing and pursuing new business opportunities.

• Work closely with internal teams, including operations, finance, and customer service.

• Collaborated with international teams abroad and clients to ensure smooth and efficient shipment processes.

• Carry out any job-related tasks assigned by the Manager, including providing support to Inside Sales team members or addressing urgent needs as they arise.

Job Requirements:

• A minimum of 2-3 years of experience in the sales support sector in Freight Forwarding, Logistics & Supply Chain Management or a related field.

• Proficiency in English (both written and verbal) for effective client communication and collaboration with internal teams.

• Experience in Microsoft Office Suite (Excel, Word, PowerPoint) for data management and reporting.

• Familiarity with shipping Incoterms or a related field is an advantage

Working hours:

Mon to Fri 8.30am - 6pm

Field Network Support Technician (Contract)

12-Month Contract (Renewable)

Salary : Up to $6,500 depending on experience

Location : Pioneer Rd

Industry : Oil & Gas

Our client is one of the world's largest publicly traded international oil and gas companies. They are actively looking for Field Network Support Technician to join their operations.

Job Summary:

• A hands-on, adaptable Field Network Support Technician to support infrastructure operations within a dynamic oil and gas complex.
• Field-based environment and is confident making informed decisions on the ground as well as collaborates effectively with offshore engineering teams and vendors.

Responsibilities:

• Provide on-site support for network and infrastructure incidents, including physical troubleshooting and diagnostics.
• Collect and relay technical data to offshore network engineering teams for deeper analysis and resolution.
• Escort vendors for equipment delivery, installation, and RMA handling, ensuring compliance with site protocols.
• Perform network monitoring and basic troubleshooting using tools such as ServiceNow and vendor dashboards.
• Support project execution tasks such as equipment staging, cabling, and asset lifecycle tracking.
• Ensure adherence to corporate IT standards, safety protocols, and site-specific access requirements.
• Participate in after-hours support on a rotational basis, as needed.
• Maintain accurate documentation of work performed and escalate issues appropriately.

Requirements

• 3–5 years of experience in IT infrastructure or network support roles.
• Excellent understanding of network fundamentals, including TCP/IP, routing, switching, and wireless technologies.
• Hands-on experience with network hardware (Cisco, Juniper, Fortinet, Palo Alto)and radio/wireless systems (e.g., Motorola, Aviat).
• Familiarity with ServiceNow, Windows Server, and storage platforms (NetApp, Dell EMC).
• Exposure to modern network architectures (e.g., SD-WAN, Zero Trust).
• Ability to work independently, make informed decisions, and adapt plans when field conditions change.
• Excellent communication skills to coordinate with offshore teams and local stakeholders.
• Safety-conscious and comfortable working in industrial environments (e.g., substations, operations shelters) with PPE and safety compliance are mandatory.

Lim Pey Chyi (Apple) - Apple.lim@manpower.com.sg

Recruitment Consultant (R2090579)

Manpower Staffing Services (S) Pte Ltd

EA License: 02C3423

About the client: 
Leading Insurance client

Responsibilities:

• Support Ops line in driving key risk and control initiatives across operations and support the Ops line program such as facilitating RCSA on business processes, incident management, audit preparation, QA and complaints regional reporting, promoting risk awareness, corrective action plan monitoring and reporting on key risk and audit issues, and governance.
• Work closely with regional teams on control testing initiatives to assess the design and operational efficiency of the key controls under operations
• Support on projects, conduct workshops for current state assessment requests, EUCS and SOP refresh as necessary
• Provide support as necessary for newly launched programs such as Operational resilience for critical operations and Records management program
• Provide support for clear desk inspection on a quarterly basis Responsible for annual FATCA/CRS reporting to IRAS, and perform annual remediations as per the regulatory cycle.

Requirement:

• Minimum 2 years of experience in risk management and/or insurance operations controls, with a solid understanding of core insurance operational processes and/or risk management principles.
• Good working knowledge of the key processes within Operations and appreciate how process deficiency or control inadequacy could lead to specific operational risks.
• Strong aptitude in planning implementation of initiatives and organization of priorities.

Interested candidates, who wish to apply for the above position, please send in your resume to lakshmi.prasanna@persolapac.com

We regret to inform that only shortlisted candidates will be contacted

PERSOL Singapore Pte Ltd
EA License No. 01C4394
EA Reg No: R1551772 (Kankanala Lakshmi Prasanna)

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This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA.

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its local and overseas subsidiaries and affiliates collecting, using and disclosing your personal data to prospective employers/companies based in any country for purposes of evaluating suitability for employment, conducting reference checks, administering employment related services and such other purposes stated in our privacy policy. Our full privacy policy is available at www.persolapac.com. If you wish to withdraw your consent, please drop us an emailto let us know. Please feel free to contact us if you have any queries.

All parties involved in any form of workforce engagement are to strictly adhere to prevailing regulations and laws that govern local fair employment practices, and to invest reasonable efforts in building a strong Singaporean core workforce, recruit and select candidates based on merit and prohibit discrimination based on age, race, gender, religion, marital status and family responsibility or disability. For more information, please refer to MOM and TAFEP websites.

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Job Responsibilities:

1. Inventory Management: Assisting with receiving, organizing, and tracking parts and supplies within the Asia-Pacific (APAC) region.

2. Data Analysis: Collaborating with cross-functional teams to analyze data related to parts usage, demand, and availability.

3. Supply Chain Coordination: Supporting the coordination of parts movement across different locations within the APAC network and the MRO’s requirement.

4. Documentation and Reporting: Maintaining accurate records and documenting transactions. (shipping invoices and AWBs)

5. Process Improvement: Identifying opportunities for process optimization and efficiency in parts management.

6. Collaboration: Working closely with colleagues and the MRO Ops team and engineers for parts requirements.

7. Cycle count: Assisting with weekly cycle count to achieve a 99% accuracy on the SNG inventory.

8. Learning and Development: Gaining hands-on experience in parts logistics and supply chain operations.

9. Any other duties as assigned.

Requirements:

1. Education: Typically, interns pursuing a Diploma or Degree in Logistics, Supply Chain Management, or a related field are eligible.

2. Attention to Detail: Being meticulous in handling parts data and documentation.

3. Communication: Effective communication skills for collaborating with various teams.

4. Adaptability: Willingness to learn and adapt to changing situations.

5. Problem-Solving: Ability to identify issues and propose solutions.

• Handling of tickets for boardroom Manage Engine Plus ITSM system.
• Create and maintain systems documentation. Maintain IT hardware inventory.
• Provide IT technical support on desktop/laptops(software and hardware, be it remotely or physical.
• Basic support on users mobiles with corporate approved Boardroom's applications Interacting/explaining well with end user, with clear communication. Basic administration of Active Directory users.
• Basic administration of Microsoft Office 365 users. Basic knowledge of basic network issue troubleshooting.
• Provide basic technical troubleshooting support to AV systems in meeting rooms.
• Providing onboard/offboard requests.
• Basic knowledge and troubleshooting of external software applications(crowdstrike, intune, bitlocker, one drive)
• Procurement of laptops on DELL portal. Positive mindset and good learning attitude. Other ad-hoc duties as assigned or required

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide differentiated customer experience. 

Advocacy & Customer Trust (ACT) delivers connected support experiences for our Unified customers to gain, maintain and sometime rebuild their trust. The Area Engagement Team leads education of our field teams, addresses reactive support challenges for Areas and individual customers and partners closely with our Customer Success teams, underpinned by a robust governance process to improve customer experience across each area. 

As an Area Support Lead (ASL) you will own Crisis Communications for Small, Medium, Enterprise and Channel (SME&C) customers and partners in your region and liaise with our largest customers in this segment, acting as a trusted advisor and partner for your Regional SME&C Leadership (EVP/CVP/AVP/GM).  You’ll be the Commander and Technical Leader during a Service Incident or large scale event, co-ordinating key leaders and decision makers across our Support and Engineering Organisations.  You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent recurrences through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Resolution 

• Required to be on-call during shifts, including after hours and weekends and available to take ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft. 
• Acts as a subject matter expert on best practices to support the customer experience. Crafts and executes executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership. 
• Own Service Incident or crisis response and management in the Area (before, during and after) – ensure understanding of Field roles and responsibilities. Accountable for ensuring the Region/Area is trained. 
• Lead strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises. 

Customer Health 

• Partner with CSU leadership to build and execute plans that improve customer health signals, including reactivity, major incident response plans, proactive recommendations and cloud resiliency.  
• Sponsor key accounts in region in collaboration with Regional CSU leadership, building relationships and trust with our largest accounts and ensuring that their support experience exceeds expectations.  
• Partner with account teams and Area Business Partner through contract renewals and assist in deal shaping, ensuing that customers have the right offerings to ensure their success. 

Collaboration 

• Leverages relationships across Regional CSU, Support and Product Groups to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the Area and escalates as needed. 
• Owns escalated issues and manages Area/Region escalated customer crises to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides guidance to Support Escalation team members on how to handle moderate to highly complex cases. 
• Support Area and regional leadership and collaborate with the Area Business Partner (ABP) to identify systematic issues and leads process improvement efforts to ensure continuous improvement. Recommend process improvements and support the feedback forums with identified actions. 

Communication 

• Identifies and builds strategic relationships with internal teams, partners, and communications with senior and executive leadership to resolve issues that are complex in scope. 
• Leverages precision questioning techniques to understand the pain points of the customer experience during Crisis and then proactively addresses the People/Process/Technology blockers identified. 
• Customer engagement – both reactive (emergency) and proactive (sponsorship). Confidence calls after outage. Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers 

Qualifications

• 11+ years technology industry, customer service, or related experience 
• OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience 
• OR Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience 
• OR equivalent experience. 
• Crisis Management and C-Suite proven communication capabilities 
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). 

Additional or Preferred Qualifications 

• 16+ years technology industry, customer service, or related experience 
• OR Bachelor's Degree in technology, business, or related field AND 9+ years technology industry, customer service, or related experience 
• OR Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience 
• OR equivalent experience. 
• Project management experience. 
• Experience working with Microsoft products and services.  
• Knowledge and understanding of Unified Deal Construction and Support a plus 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

As a consultant Systems Support Engineer you will play a vital role in supporting the day-to-day operations of application systems. This role involves actively contributing to incident management and gaining exposure to DevOps practices. Your efforts will contribute to the smooth functioning of systems and you'll have the opportunity to learn and grow while assisting in the delivery of solutions to our clients.

Job responsibilities

• You will work with incident management process and tools.
• You will use complex application systems and find your way through them to debug a business impacting issue.
• You will follow standards and best practices to bring operational efficiencies, stability and availability of the system.
• You will use continuous delivery practices to evolve, support and deliver high-quality software, as well as value to end customers, as early as possible while working in collaborative, value-driven teams to build innovative customer experiences for our clients.
• You will leverage your knowledge regarding different logging techniques (various levels) and use them for alerting, monitoring and identifying the root cause of incidents.
• You will derive meaningful reports/key performance indicators and set up alerting and monitoring mechanisms for quicker identification of incidents and response.
• You will apply the latest technology thinking from our Technology Radar to solve client problems.

Job qualifications

Technical skills

• You have experience working programming languages such as Java and .Net, an understanding of cloud platforms such as AWS, Azure or GCP and scripting languages such as Python and Powershell.
• You understand how to use debugging tools and how to troubleshoot issues with the code.
• You have experience working with relational or non-relational databases.
• You have experience working with CI/CD tools such as Jenkins or Azure pipelines.
• You have an exposure to application monitoring tools such as DataDog, Prometheus or Grafana.
• You are comfortable with Agile methods such Scrum and/or Kanban.
• You have the ability to ensure that the deliverables, namely bug fixes and enhancements to the existing codebase, are of high quality and well-tested.

Professional skills

• You have strong communication and articulation skills, are proficient in English and able to confidently hold a Q&A discussion with senior stakeholders.
• You have good communication and articulation skills.
• You have a presence in the external tech community and willingly share your expertise with others via speaking engagements, contributions to open source, blogs and more.
• You are resilient in ambiguous situations and can approach challenges from multiple perspectives.
• You are willing to be part of a rotation- and need-based 24x7 team and are able to handle multiple engagements.

Other things to know

Learning and development

There is no one-size-fits-all career path at Thoughtworks: However you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.