About Arctera
Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.
Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.
Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.
It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation.
Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all our data safe.
About Arctera
Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.
Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.
Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.
It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation.
Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all our data safe.
Job Summary
The Language Critical Escalation Manager (CEM) is the primary point of contact accountable for critical customer situations and escalations in the APJ-geo outside of China (primarily Taiwan, Hong Kong, and Macau). Their primary workload consists of engagement in Mandarin language cases that involve business-impacting situations for Arctera customers. The Language CEM intervenes and drives an effective Arctera response, provides Mandarin translation assistance, enlists the assistance of the appropriate parties, and manages resolution of key customer issues. They also assist Arctera by gathering data regarding customer issues which is then provided to the various stakeholders and used for continuous improvement. Other duties include: taking technical training, APJ support program development, as well as providing input to management on processes, practices, and procedures.
Essential Duties and Responsibilities (included but not limited to)
Act as the primary APJ-geo point of contact during customer escalations involving dissatisfied customers, partnering with Support, Engineering and internal teams to drive resolution and monitor situations.
Perform Mandarin & English translations during support calls to assist other engineering staff during language-specific technical troubleshooting involving high profile customers.
Lead and drive Mandarin communication with customer and English communication with Arctera support and engineering teams during major incident conference calls involving Mandarin customers.
Coordination with APJ Support Managers to monitor Mandarin language cases and identify key opportunities to facilitate language translations to improve customer satisfaction.
Ownership and execution of the customer escalation management process, including:
Analysis using available tools and technologies to identify support cases trending towards escalation or generating customer dissatisfaction
Determination of when it is necessary to engage additional resources in a technical situation to achieve a positive outcome for the customer
Development of accurate problem statements associated with a customer situation, as well as accurately convey technical status and details to stakeholders
Create technical and business communications to all key stakeholders, both internal and external
Lead and drive communication with Customer or internal requestors during initial triage and escalation request assessment
Act as a primary point of contact during escalated customer situations
Utilize basic project management and objective setting skills to engage engineering resources, management and customer/partner teams towards resolution
Maintain a basic, conceptual understanding of the Arctera Product Portfolio with ability to learn new technologies
Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Develop an understanding of all Arctera support, engineering and related processes – who to go to and when to go to them
Qualifications
Fluent in Mandarin and English (required). Additional language skills a strong plus.
Bachelor's Degree, applicable certification or equivalent experience required
Minimum of 1-2 years experience in critical/crisis situation management or project management
Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
Able to set priorities, multitask multiple workstreams, accurately reflect current state and drive towards desired state
Willingness and capability to learn technical information related to troubleshooting for Arctera products
The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
Strong organizational skills with the ability to manage multiple tasks simultaneously
Client focus and ownership, use of own initiative and a proactive approach to work
Ability to maintain calm during stressful situations
Ability to translate technical incidents into business terms
Understands a customer’s concerns and can assess business impact and articulate and communicate it across multiple groups including executive management
Prior Experience in an Enterprise Software Support organization is a strong plus
Basic proficiency in Microsoft Office Applications
Ability to learn technical topics such as key components of the Arctera product portfolio, namely InfoScale Enterprise Vault, eDiscovery Platform, Backup Exec, or any other Arctera product is a plus.