【Requirements：】
◆Ability to communicate in English and Native Language

◆Technical Knowledge on Microsoft Products and Technologies (Server, Exchange,
Share point)

◆Willing to work on shifting schedule.

【This role’s purpose is to：】

◆ Address high priority customer’s escalations needs, for critical and high-visibility problems
impacting Client’s strategic Premier customers (Critical Situations) and Partners.

◆ Provide timely, reliable and high-quality response to complex customer escalations.

◆ Provide mentor assistance to Premier TAMs and CSS Support Engineers regarding the
CritSit process when required to ensure successful execution.

◆ Interface with various departments within the Customer and Partner to drive resolution,
up to the executive level as necessary.

◆ Interface with various Client groups to drive resolution, up to the executive level as
necessary.

◆ Primary Job Functions

◆ Responsibility/Activity

◆ 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.

◆ Deliver a high quality customer and partner experience through timely and effective

◆ Resolution of customer’s issues in the quickest way possible.

◆ Expand internal visibility of Premier Customers’ Critical Situations with Executive level status summaries

◆ Collaborate effectively with the customer and internal groups to solve customer issues and
improve business processes in the quickest way possible

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