Job Description

Job Description If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:Represent the customer’s business impactSupport the end-to-end problem resolutionProblem identification against the case portfolioKey Role ResponsibilitiesTechnical Know-HowKnowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologiesIncident ManagementKnowledgeable in IT Service Management processMonitor reactive cases owned by internal support organizationsEnsure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.Relationship ManagementKnow the customer and understand our customer’s expectations with their reactive support experienceFocus on critical issues to ensure customer satisfactionSet proper expectations with customers for supportProactive Management of Reactive ExperienceAcknowledge and respond to customers' requests promptlyAnticipate risk and escalations based on customer contextEscalation HandlingHandle high-risk escalations and gather/analyze information as needed to support the customerUnderstand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholdersEnsure clear communication channels are established and documented with the customer and enable effective cross group collaborationCritical ThinkingWork with engineers as needed to investigate the customer issue further to understand the root cause to drive preventionEstablish a customer obsession approach that puts the customer and the customer operational health in the center

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