Incident Manager

3 weeks ago

Hanoi, Vietnam Tek Experts Full time

Overview:
We’re looking for a customer-oriented Incident Manager to own the Customer Support Manager Request (CSMR) queue and escalations, ensuring timely and accurate support and resolution of client issues. In this role, you’ll act as mediator between customers and our support team to reach optimal and appropriate resolutions.

**Driving exceptional outcomes with purpose-built solutions.**

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

**Responsibilities**:
The Incident Management team is a unified group that supports OpenText sales operations, entitlements, post-sales and Customer Success. As a member of the team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other’s goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.

**This role will**:

- Proactively provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
- Monitor the Incident Management portal to identify and own CSMR cases and maintain the CSMR logs with updated status, generating reports or escalation analyses for the management team.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes, always protecting confidential and sensitive information.
- Coaching and advising team members on case handling, and other requests from management.

Qualifications:
**Incident Manager is a good fit for you if**:

- You’re customer-obsessed, take the initiative, and exceed expectations.
- You have a passion for IT solutions & service.
- You’re proficient in both written and spoken English (being bilingual is preferred).
- You have excellent communication and negotiation skills.
- You’re self-motivated and accountable for meeting your obligations.
- You’re good at maintaining positive working relationships.
- You have experience in multicultural environments.

**In this role**:

- 2 - 3 years of experience in customer service, customer support, or technical support, with demonstrated understanding of customer service environments and solutions required.
- Proficiency in written and spoken English required.
- Some higher-level education preferred.
- Certifications relevant to the product preferred.
- Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
- Experience in customer care, pre-sales, account management, quality assurance, or IT required - Customer obsession, initiative, and drive to exceed expectations required.
- Creativity, adaptability, and strong problem-solving skills required.
- Ability to work independently but know when to collaborate required.

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