Mandarin Critical Situations Manager - MS Tech Support

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 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.