CritSit Manager (Mandarin)

About the role

Beyondsoft is a mid-sized business IT and consulting company with a global presence across four continents. This CritSit Manager (Mandarin) position sits in the Customer Service and Support team, which owns the Critical Situation (CritSit) process. CritSit covers business-critical situations escalated by the client's highest-priority Premier customer segment, including government, military and Fortune 500 customers. The role is part of the Execution Team, which provides 24x7, 365-day-a-year after-hours coverage and manages CritSit situations across all technologies. The schedule is a fixed 8-hour rotation (Tue-Sat or Sun-Thu), with no night shift or on-call currently, though weekend and public holiday coverage may be required.

Key responsibilities

• Manage Premier Customers' and Partners' Critical Situation incidents so the CritSit process is followed and escalations are addressed.
• Deliver a high-quality customer and partner experience through timely responses to internal and external needs, owning active Critical Situations.
• Expand internal visibility of Premier Customers' Critical Situations, including Enterprise Accounts and Partners, during after-hours.
• Identify systemic issues and process breakdowns in the CritSit process and flag them in the CritSit system.
• Work with customers and internal groups to resolve issues and improve business processes quickly.

Required profile

• Minimum 4-5 years of experience in a customer-oriented role, with 1-2 years in a technical role desirable.
• Fluent spoken and written English and Mandarin.
• Customer-focused, with strong negotiation and problem-solving skills.
• Ability to communicate assertively and positively across multiple management levels, and to influence and lead actions across the group.
• Strong organizational skills to manage escalations between departments.

Required skills

• Broad knowledge of Microsoft products, programs and policies.
• Preferred: Bachelor's degree in Computer Science or Information Technology, ITIL and PMP certification, service delivery experience, and experience managing a vendor/partner team.