Incident Management Analyst (Cantonese & Mandarin)

Role Summary

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

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

Represent the customer’s business impact

Support the end-to-end problem resolution

Problem identification against the case portfolio

Key Role Responsibilities

Incident Management

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.

Relationship Management

Build strong customer relationships through effective communication, customer advocacy, and service excellence.

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.

Proactive Management Of Reactive Experience

Acknowledge and respond to customers' requests promptly

Anticipate risk and escalations based on customer context

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

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

Job Requirement

Required:

Degree holders with minimum 3 years of working experience

Proficient in Mandarin/Cantonese and English with excellent written, verbal, and listening communication abilities.

Experienced in IT customer service industry, with a focus on empathy and active listening skills.

Positive, energetic, enthusiastic attitude.

Strong attention to detail.

Excellent at multi-tasking & task prioritization.

Ability to apply judgement in high pressure situations with minimal external guidance.

Preferred:

Understanding of incident lifecycle process and methodology

ITIL Foundation certified (or equivalent)

Additional Details:

Regular working hours from Monday to Friday, 9.00 AM - 6.00 PM