This role is dedicated to improving customer satisfaction and increasing revenue through customer support working in tandem with TMO Partners and our direct accounts.

The excellent service we bring to our customers is one of our most valuable assets.

1. You will be an integral member of a team responsible for providing the operational and technical support on TMO services and applications they use.
2. You will be critical in maintaining the trust of our customers when working with our technical teams to define the issue, resolve it, or enlist a cross-functional team to resolve it.This role also develops actionable account plans that define customer satisfaction growth strategies. Success is measured by Enterprise Agreements penetration, high renewal rates, increasing customer satisfaction.

Responsibilities

Customer support

• Demonstrate Customer Orientation: You are able to understand quickly what the customer wants and the associated technical and business impact.
• Work and resolve problems and technical issues reported from our customers related to TMO’s products and Infrastructure.
• Work closely with, and manage issue-specific cross-functional teams composed of Technical, Operations, Sales.
• Develop methods and best practices for delivering outstanding service.
• Participate to share knowledge through creation of knowledge base articles about solved issues.
• Define, coordinate, and prioritize customer feedback and convert it to ideas into engineering requirements for future enhancements to TMO's services, In addition you will team up with Engineering and Product Management to implement these enhancements.
• Work with an English speaking, multicultural team.

Account management

• Solid knowledge of the business, customers, partners, TMO strategy and how they work together.
• Demonstrated understanding of solution selling techniques and selling cloud based solutions.
• Experienced in building strong, collaborative customer relationships with line-of-business and technical roles.
• Can navigate a customer through training and technical presentations.
• Demonstrated business communication and written skills in the Chinese/English language.
• Has passionate attitude for sales and technology as an enabler for a company’s growth.
• Demonstrated ability to consistently driving deals within a Partner ecosystem.

Desired Skills and Experience

• BS/University Degree in Computer Science, similar information technology-related discipline or Business Administration
• 3-5 years’ experience in engineering, systems administration, engineering support or consulting.
• Fluent Mandarin and work efficient English phone and writing skills are required.
• Experience with UNIX shell scripting, Perl, Java.
• In-depth knowledge of HTTP, SSL, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute).
• Knowledge of web programming (HTML, JavaScript, ASP, JSP).
• Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences.