Project Introduction
The project provides worldwide customers with the most professional technical support services in the process of building, configuring and maintaining Windows servers. The project customers are all over the world, and most of them are multinational enterprises cross countries. The Engineer in this position will work with top technical support engineers in all time zones around the world to provide technical support services to customers by telephone, e-mail and remote assistance, so as to ensure customers' continuous recognition and satisfaction with our services.
Every member of the project team is responsible for providing the best service and helping other members of the team grow rapidly. Build an effective platform so that every colleague can give full play to their best abilities, help others and build their own influence.
Responsibilities
Response & Service Delivery
1. Participate in Business Review meetings, present operation results, collect feedbacks and address concerns.
2. Uses tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root cause, work out action plan and monitor execution. Serves as the first line of management escalation.
3. Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
4. Analyzes the business impact and collaborate with different stakeholders to ensure right resources are engaged proactively.
5. Drive customer satisfaction when using related products, and share customer success stories that have positive impact to customers’ business.
Team Operation Management
1. Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).
2. Ensure team members follow company compliance and security policy.
3. Identifies potential risks and implement optimized process to mitigate the risks.
4. Maintain positive relationship with all team members, drive positive team morale.
Qualifications:
1. Fluent in both Japanese and English.
2. Excellent communication skills.
3. Have management experience, can lead the team independently.
4. Strong pressure resistance, can respond quickly to customer and internal needs.
5. Have customer service experience, familiar with customer service business will be preferred.