Crisis & Premier Support Lead – MS Products (Remote, Malaysia)

Sonata Software North America Inc.; Kuala Selangor; On-site; MYR 60,000 - 78,000; Full time

Job summary

Sonata Software North America Inc. is seeking a Critsit Manager to provide tech support on Microsoft products within Malaysia. The role focuses on managing critical customer and partner incidents, ensuring proper escalation, and delivering a high-quality experience.

Candidates should have 5–8 years in customer-oriented roles, with at least 3 years in a technical position. English fluency is required; additional language skills such as Mandarin or Japanese are a plus.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or related field.
• Minimum 5-8 years in customer-oriented roles, with 3+ years in technical support preferred.
• Proficiency in spoken and written English; Mandarin/Japanese language skills advantageous.

Responsibilities

• Manage Premier Customers' and Partners' Critical Situations to ensure proper escalation.
• Deliver high-quality customer and partner experience with timely responses and resolutions.
• Lead vendor/partner teams and collaborate with CMET and other groups to improve processes.
• Maintain relationships and ensure cross-group alignment for issue resolution

Skills

MS products knowledge

Customer orientation

Vendor/Partner management

Strong communication

Problem solving

Education

Bachelor's degree in Computer Science or IT

Tools

Microsoft products

Job description

Sonata Software North America Inc. is seeking a Critsit Manager to provide tech support on Microsoft products within Malaysia. The role focuses on managing critical customer and partner incidents, ensuring proper escalation, and delivering a high-quality experience.

Candidates should have 5–8 years in customer-oriented roles, with at least 3 years in a technical position. English fluency is required; additional language skills such as Mandarin or Japanese are a plus.