ITECHWX ★ 3.5

Project Introduction

The project provides Microsoft worldwide customers with the most professional technical support services in the process of building, configuring and maintaining systems/products in Dynamics suite. The project customers are all over the world, and most of them are multinational enterprises cross countries. The team will work with Microsoft's top technical support engineers in all time zones around the world to provide technical support services to Microsoft customers by telephone, e-mail and remote assistance, so as to ensure customers' continuous recognition and satisfaction with Microsoft's products and 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

o Participate in Business Review meetings, present operation results, collect feedback and address concerns.

o Use 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.

o Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.

o Analyzes the business impact and collaborate with different stakeholders to ensure right resources are engaged proactively.

o Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers’ business.

· Team Operation Management

o 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.).

o Ensure team members follow Microsoft & iTechwx compliance and security policy.

o Identifies potential risks and implement optimized process to mitigate the risks.

o Maintain positive relationship with all team members, drive positive team morale.

o Be professionalism as a iTechwx ambassador, build and protect iTechwx’s people and culture.

· Fluent in English. Understand Chinese will be preferred.

· Excellent communication skills.

· Have at least 1-year experience in OM, Assistant Operations Manager or at least 2-year experience in supervisor role in BPO, Contact center industry.

· Have experience in managing the size from 50 experience, can lead the team independently.

· Strong pressure resistance, can respond quickly to customer and internal needs.

· Have customer service experience, familiar with customer service business will be preferred.

Competitive salary depending on experience (1500 - 1700$)

The salary does not include night shift allowance.

90% contribution of the gross salary to social insurance from the company side

12 days of annual leave, 8 days of sick leave

Annual Heath Checkup

Annual Performance Review

For employees working night shift: PVI insurance and food provided (non-cash)

Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)