Tech Support_ Mandarin/ Japanese (Microsoft Product)

Sonata Software; Selangor; On-site; MYR 108,000 - 156,000; Full time

Job summary

Sonata Software is seeking a Critsit Manager/Tech Support for Microsoft product-based technical support on a 18-month FTE assignment. The role emphasizes managing Premier Customers’ Critical Situations, ensuring timely responses and high-quality partner experiences.

The candidate should have 5–8 years in customer-facing roles (3+ in technical), a CS/IT degree, and strong English plus knowledge of Microsoft products. Flexibility for holidays and some weekends is required.

Qualifications

• 5-8 years in a customer-oriented role, with at least 3 years in a technical capacity.
• Fluent spoken and written English; additional language desired.
• Bachelor’s Degree in Computer Science or Information Technology.
• Broad knowledge of Microsoft products, programs, and policies.
• Strong negotiation and problem-solving skills; excellent interpersonal and written communication.

Responsibilities

• Manage Premier Customers’ and Partners’ Critical Situation incidents and escalations.
• Deliver high-quality customer and partner experience through timely responses and resolutions.
• Possess service-delivery experience and vendor/partner team management when possible.
• Lead process and tooling improvements; collaborate with internal groups to resolve issues quickly.
• Be flexible with schedules, including holidays and some weekends.

Skills

Customer orientation

Negotiation

Problem solving

Communication skills

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Microsoft products

Job description

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency, and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Critsit Manager/ Tech Support - (Technical Support on Microsoft Products)

FTE- 18 Months

Responsibility/Activity:

• Positively impact customer satisfaction by:
• Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the 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.
• Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred
• 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.
• Lead project and working group to improve process and tools.
• 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
• Flexible in terms of work schedules and working days. There will be a requirement to work during public holidays and some weekends as well

Requirements:

• Minimum 5-8 years of working experience in a customer-oriented job position of which a minimum of 3 years in technical role would be desirable
• Proficiency in spoken and written English is required plus additional language for which the position is being filled. Candidates with Service delivery experience and having experience in managing a vendor/partner team would be preferred
• Bachelor’s Degree with major in Computer Science or Information Technology is desired.
• Candidate should have broad knowledge of Microsoft products, programs, and policies.
• 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 have action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.

Why join Sonata Software?

At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.