Cloud Support Engineer - Mandarin Speaker

7802 Accent.Tech.Solut.Sdn Bhd Company; Petaling Jaya; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

Training programs

Equal employment opportunity

Job summary

Accenture is hiring a bilingual hotline support specialist in Malaysia to assist global customers on public cloud services. You will respond to inquiries, resolve issues, consult official docs, and escalate where needed.

The role requires a degree in CS/Networking, fluent Chinese and English, 2+ years in hotline support, and cloud product exposure. You will adapt to flexible shifts and contribute to knowledge bases while growing your cloud expertise.

Qualifications

• Associate degree or higher in Computer Science, Networking, Telecommunications, or related fields.
• Fluent in both Chinese and English, barrier-free communication with global customers.
• 2+ years of hotline technical support experience with ITSM familiarity.
• 1+ year hands-on with public cloud products (Alibaba Cloud, Tencent Cloud, Huawei Cloud, AWS, Azure, GCP).
• Proven customer service desk or L1 hotline support experience.
• Able to adapt to fast-paced changes and flexible shifts.
• Strong ability to quickly retrieve and use documents to solve problems.
• Resourceful with strong problem-solving and team spirit.
• Positive learning attitude and customer service mindset.
• Willingness to grow cloud knowledge and skills.

Responsibilities

• Quickly answer global hotline calls and handle service inquiries and complaints professionally.
• Consult official documents and knowledge base to provide accurate solutions.
• Respond to complex scenarios, escalate to L2 when needed, and maintain satisfaction.
• Standardize service records and follow up on progress; reference KB contributions.
• Contribute to knowledge base and participate in team training and case sharing.
• Adapt to shifts including night and weekend to support global users.

Skills

Fluent Chinese & English

2+ years hotline tech support

Public cloud product exp (Alibaba, AWS

Customer service desk/L1 support

Flexible shifts/adaptability

Resourceful problem solving

Document lookup to solve problems

Learning attitude

Teamwork spirit

Public cloud certifications (nice to)

Education

Associate degree or higher in Computer Science, Networking, Telecommunications, or related fields

Job description

#LI-GM About Accenture Accenture is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services - creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Job Description: Quickly answer global customer hotline calls, handle service inquiries, issues, and complaints related to public cloud products professionally. Consult official documents and internal knowledge base to provide accurate solutions for customer problems. Respond flexibly to complex customer scenarios and emergencies, properly handle service disputes, and maintain customer satisfaction. Standardize service records, escape unsolved technical issues to L2 teams, and follow up processing progress. Continuously contribute to the knowledge base of common issues and participate in team training and case sharing. Adapt to shift schedules (including night and weekend shifts) to ensure global user service experience. Keep learning public cloud technology and product to improve service capabilities.

Qualifications:

• Associate degree or higher in Computer Science, Networking, Telecommunications, or related fields.
• Fluent in both Chinese and English, capable of barrier-free communication with global customers.
• 2+ year of hotline technical support experience, familiar with hotline support processes and service standards.
• 1+ year of hands-on experience with public cloud products (e.g., Alibaba Cloud, Tencent Cloud, Huawei Cloud, AWS, Azure, GCP).
• Proven customer service desk or L1 hotline support experience, familiar with standard service ITSM processes.
• Strong adaptability to fast-paced work and business changes, able to accept flexible shifts.
• Excellent ability to quickly retrieve and use document resources to solve problems.
• Good resourcefulness and problem-solving skills to handle diverse customer demands calmly.
• Positive learning attitude, eager to master cloud service knowledge and skills.
• Strong sense of responsibility, customer service awareness, and teamwork spirit.

Nice to Have:

• Public cloud certifications.
• Experience with ticket systems or hotline platforms (Salesforce, Zendesk, Jira, etc.).
• Experience in knowledge base writing or new hire training.

You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services - creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you'll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that's why we offer support any way we can - when you thrive, we all thrive.

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