Critical Situation Manager(职位编号：793860)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语精通
普通话精通 - 职位类别：客服经理(非技术)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 793860
Product: (Not Product Specific)
Division: Services & Support
Job Title: Critical Situation Manager
Job Location: Beijing, Shanghai
Job Profile
Group and Job Purpose
The Critical Situation Management Execution Team (CMET) is part of the PSS Security Management Organization under Customer Support and Service (CSS).
The CMET team owns the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit.
CritSits are business critical situations escalated by Microsoft’s highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.
The CritSit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.
The Execution Team provides 24x7, 365 days a year afterhours coverage for Premier by managing our Enterprise and Partner clients most severe business impact issues, identifying internal failings and driving positive change.
Given the nature of the business, this position does require flexibility to work outside of standard business hours, including nights, weekends, and some holidays.
This role’s purpose is to:
- Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners.
- Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
- Provide mentor assistance to Premier and CSS 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 Microsoft 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 by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
- Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System
- Stepping up to take on challenges by acting as Crisis Manager in catastrophic Customer outage situations
•Establish / Maintain Relationships
- Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible
- Actively participate on projects initiatives owned by CMET.
- Provide CritSit reporting to allow businesses to make better decisions
Requirements
- Minimum 5 years of working experience in a customer oriented job position.
- Ability to work shifts on normal business hours and some weekends is required.
- Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
- Candidate must be customer oriented and have strong negotiation and problem solving skills.
- Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
- Exceptional organizational skills to manage effective escalation within different Microsoft departments.
- Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
- Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
- Candidate should have broad knowledge of Microsoft products, programs, and policies.
- Bachelor Degree is required (major in IT is preferred)
- Proficiency in English and Mandarin is required. Ability to speak other language(s) is welcomed.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 793860
Product: (Not Product Specific)
Division: Services & Support
Job Title: Critical Situation Manager
Job Location: Beijing, Shanghai
Job Profile
Group and Job Purpose
The Critical Situation Management Execution Team (CMET) is part of the PSS Security Management Organization under Customer Support and Service (CSS).
The CMET team owns the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit.
CritSits are business critical situations escalated by Microsoft’s highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.
The CritSit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.
The Execution Team provides 24x7, 365 days a year afterhours coverage for Premier by managing our Enterprise and Partner clients most severe business impact issues, identifying internal failings and driving positive change.
Given the nature of the business, this position does require flexibility to work outside of standard business hours, including nights, weekends, and some holidays.
This role’s purpose is to:
- Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners.
- Participate in 24x7 Coverage schedule providing timely, reliable and high-quality response to complex customer escalations.
- Provide mentor assistance to Premier and CSS 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 Microsoft 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 by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
- Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System
- Stepping up to take on challenges by acting as Crisis Manager in catastrophic Customer outage situations
•Establish / Maintain Relationships
- Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible
- Actively participate on projects initiatives owned by CMET.
- Provide CritSit reporting to allow businesses to make better decisions
Requirements
- Minimum 5 years of working experience in a customer oriented job position.
- Ability to work shifts on normal business hours and some weekends is required.
- Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
- Candidate must be customer oriented and have strong negotiation and problem solving skills.
- Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
- Exceptional organizational skills to manage effective escalation within different Microsoft departments.
- Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
- Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
- Candidate should have broad knowledge of Microsoft products, programs, and policies.
- Bachelor Degree is required (major in IT is preferred)
- Proficiency in English and Mandarin is required. Ability to speak other language(s) is welcomed.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。