Support Manager (Suzhou China)
15000 CNY~20000 CNY/Per month
Refresh at 16 hours ago
246 Views
48 Apply
Suzhou
Share
Job responsibilities
Support Manager(Situation Manager)Situation Manager is a newly created position reporting to Director, Customer Success and is based in Burlington, MA headquarter. This role will be responsible for managing our client's highest level of escalations -- known internally as as "Code Blue" or CB.Primary responsibly:• Manage the progress of all CBs to keep them always moving forward towards resolution• Highly engaged on all CBs• Participate on conference calls as required• Provide status updates to the CB list to management, including executive leaderships• Ensure Salesforces.com cases are updated at documented interval according to urgency designation• Control all email communication to CB distribution list• Ensure high quality of written communication• Ensure all commitments made to customers are communicated in writing to reduce chance for misunderstanding• Document customer responses to Avid recommendations• Manage and facilitate technical troubleshooting across all groups• Attend internal conference calls with Avid cross functional, technical teams if they are needed• Manage customer conference calls as needed • Act as we call, "CB Process cop", to manage adherence across all aspects of the CB processAt times when the Code Blue escalations are light, there are other responsibilities:o Work on Code Blue processes improvement, including proper documentation techniques, best practices for troubleshooting- moving an issue forward; and drive adherence to the code blue process. Conduct training.This is a terrific opportunity to take on a highly visible role within an organization and help solve our client's most critical challenges!Location: Suzhou ChinaCompensation: negotiableThis is a contract job.
Job Requirements
Requirements:- 5-10 years of relevant experience, including experience managing client escalation process- Experience in the broadcast industry is beneficial, including direct experience with Avid- Strong project management skills, around live case management, is a must- SAP and Salesforce.com experience is a plus- Strong organizational skills, time management and very high sense of urgency is a must- Solid verbal and written communication is a must, including ability to write in succinct style
Similar jobs
Search for your dream jobs
Job category
City or country
Company info
Also view
Customer Service Supervisor- English Native Speaker
Light in the Box
15000 CNY~20000 CNY/Per month
Shanghai
Save job
0 Views
0 Apply
Refresh at 16 hours ago
泰国财务经理
GEOR Global Recruitment (Shenzhen) Ltd.
Full-time
Thailand
Save job
Headhunting
Refresh at a month ago
Journalist
Hefei Pinsheng Foreign Affairs Education Consulting Co., Ltd.
15000 CNY~20000 CNY/Per month
Part-time
Other
Save job
0 Views
0 Apply
Refresh at a month ago
Commercial Manager, South Africa
lesso&epco
10000 CNY~15000 CNY/Per month
Full-time
FoShan, Shenzhen
Save job
0 Views
0 Apply
Refresh at 4 months ago
Short Video On-screen Actor
Yiwei New Energy (Beijing) Information Technology Co., Ltd. Beijing Branch
15000 CNY~20000 CNY/Per month
Part-time
Guangzhou
Save job
0 Views
0 Apply
Refresh at 5 months ago
Online Map Quality Analysts in China.
Lionbridge
Save job
0 Views
0 Apply
Refresh at 7 months ago
Business Manager (Korean / German)
Dalian Lieyu Technology Company Limited
30000 CNY~35000 CNY/Per month
Full-time
Beijing
Save job
0 Views
0 Apply
Refresh at 8 months ago
Video anchor
EJET SOURCING
10000 CNY~15000 CNY/Per month
Full-time
Jinhua
Save job
0 Views
0 Apply
Refresh at 9 months ago
Private tutor for kids in Beijing
Shanghai Xiniu Information Technology Co.,Ltd
Negotiable
Part-time
Beijing
Save job
0 Views
0 Apply
Refresh at 9 months ago
Youth Football Coach
WaWaYing
10000 CNY~15000 CNY/Per month
Full-time
Chengdu
Save job
0 Views
0 Apply
Refresh at a year ago