Chi tiết công việc Technical Advisor (Fluent in Japanese & English | CRM Systems) tại iTechWX
LOCATION
- 6th / M Floor, Vista Building, 19 Tan Cang St., Ward 25, Binh Thanh Dist., Ho Chi Minh City
- Open to both Japanese expats and local Vietnamese candidates: Japanese expats: Fully remote (WFH) | Local Vietnamese: Full-time office - Location: Vista Office
About the Role:
Partner Technical Advisors (PTAs) serve as technical and support process expert resources to enable delivery partner suppliers to deliver unique value to Microsoft’s customers and partners via phone, email, chat or web.
Role Purpose:
A Partner TA (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical & subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management . They are expected to contribute to technical expertise and issue resolution globally.
The Impact You’ll Be Making:
You will be part of a team responsible for providing an outstanding technical support experience to our customers and partners. Your role is to act as a technical and process expert to drive a team of engineers to successfully own and manage the customer experience, from problem identification to full resolution. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical and delivery excellence support process expertise (either on your own or by involving your colleagues), identify engineer readiness gaps and work on readiness initiatives to improve, identify support volume generators and look for creative solutions to minimize their impact. You need to be an excellent communicator and a service oriented professional.
Core Responsibilities:
- Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
- Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
- Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to…" measures)
- Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)
- Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
- Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
- Release Management and Deployment for DP (ensure it happens, don't own directly)
- Focus on the quality of engagement, working with the DP Quality team
- As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
- Provide Frontline Technical or Sales Operations Oversight to DP
- Participate in DP weekly business reviews
- Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)
- Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU)
- Land ‘Time to Competency’ for DP Resources
- Participate in Technical & SME Interviews for New PTA Hires
- Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
- Raise and share opportunities from Voice of the Customer
- Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
Success Measures:
- Customer Satisfaction meeting and exceeding all targets as set in SoW for DPs
- Tech & SME Skill Gap Reductions
- DP Process & Delivery Standards Compliance
- Team Evolution / Overall Readiness
- Handle 95% of escalations to PTA team without intervention from Microsoft Internal teams except for Bugs and product defects
- Manage ICM/Bug Creation to SLAs
REQUIREMENTS
MUST HAVE
- Language: Japanese – fluent (Native or Advanced level – JLPT N1/N2 required); English – conversational (sufficient for work) (Candidates should also possess some English skills for collaboration with global teams and PG)
- Technical Skills: Minimum 5 years of experience as Tech Advisor/ Tech Support/ Developer in CRM systems (like Dynamics, SAP, Sales Force, PeopleSoft and/or related - preferably Dynamics) OR 5 years of software experience (Frontend Development / QA Experience / IT Support / SME Support background)
- Hands-on experience with Power Automate/Power Apps in roles such as Technical Advisor, Technical Support, or Developer
- Excellent Communication Skills: verbal, listening and written.
- Interpersonal and collaborative skills proven through work experience.
- Passion for continuous learning - personal and professional development
- Research, Problem Solving and Troubleshooting Skills – Logical thinking and demonstrating use of available tools & resources.
- Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained – based on business need.
NICE TO HAVE
- Experience in SaaS product support or web frontend development and QA; Familiarity with programming languages such as C# and Python; Knowledge of database technologies such as SQL Server/Oracle.
- Experience in customer facing service role in any capacity.
- Integration Services: Proficiency in integrating Power Platform with external systems, leveraging connectors, APIs, and data gateways for seamless data exchange.
- Custom Development: Knowledge of extending Power Platform capabilities using custom connectors, pluginsSecurity and Compliance: Implementing security measures, managing user roles, permissions, and ensuring data security and compliance with industry standards within the Power Platform.
- Knowledge of database technologies such as SQL Server/Oracle. Good to have knowledge on Bot framework, Create copilots with generative AI
Working time:
- 7AM - 4PM VNT, Monday - Friday | Includes holiday and Tet shifts as assigned, allowances provided per VN labor law
- Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained – based on business need
BENEFITS
- Competitive Salary
- Salary at 100% during the probationary period.
- 90% contribution of the gross salary to social insurance.
- An employee who works at night (10 PM-6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.
- 20 days leave (12 days of annual leave and 8 days of sick leave
- Full working equipment will be provided.
- Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
- Activities: Birthday party, Employee engagement activities.
