外資系IT企業のLevel3チーム（日本チーム）

【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