IT Service Management Analyst (Mandarin/Cantonese)

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

The Incident Manager (IM) acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:

1. Represent the customer’s business impact
2. Support the end to end problem resolution
3. Problem identification against the case portfolio

As a trusted account team member, the IM owns the positive outcome for our Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.

Responsibilities:

1. Relationship Management:
   Know the customer and understand our customer’s expectations with their reactive support experience.
   Focus on critical issues to ensure customer satisfaction.
   Set proper expectations with customers for support.
2. Proactive management of reactive experience:
   Acknowledge and respond to customers' requests promptly.
   Anticipate risk and escalations based on customer context.
3. 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.
   Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration.
4. 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.
5. 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.

Required:

• Degree holder - Minimum 2 years of experience in supporting enterprise technologies or equivalent such as Technology/IT and customer support.
• Strong English and Mandarin / Cantonese 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).