IT Service Management Analyst (Mandarin)

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:

Represent the customer’s business impact

Support the end to end problem resolution

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.

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

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

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 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).