Description

Positively impact customer satisfaction by:

• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.

• Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.

• Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.

• Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.

• Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.

• Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.

• Pursuing proactive actions to help prevent future issue.

• Leading project and working group to improve process and tools.

• Establishing / Maintain Relationships

• Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.

• Actively participating on projects initiatives owned by CMET

• Providing CritSit reporting to allow businesses to make better decisions.

Qualification:

• Proficiency in spoken and written English and Chinese is required.

• Candidates with Service delivery experience would be preferred.

• Ability to work non-standard hours, weekends and public holidays is required.

• Exceptional organizational skills to manage effective escalation within different Microsoft departments.

• Problem solving skills required. 

• Advanced technical understanding of the Microsoft products and technologies

• Computer/Technical skills. (Windows, Office, etc)

If you meet these requirements and are interested in joining an audacious and innovative company, please send us a copy of your CV to [email protected], including the job reference IJ_006__2_23_5435. Please check www.noesis.pt to see all opportunities we currently have open, or feel free to send us a spontaneous application. Join us. Let’s innovate together!