Cloud Support Engineer - Mandarin Speaker

Accenture Southeast Asia; Petaling Jaya; On-site; MYR 72,000 - 110,000; Full time

Job summary

Accenture is seeking a bilingual (Chinese/English) Technical Support Agent to support our global cloud services team in Malaysia. You will handle hotline inquiries, consult official docs, and provide accurate solutions while escalating to L2 when needed.

The role requires 2+ years in hotline support, familiarity with ITSM processes, and willingness to work night and weekend shifts as part of a 24/7 service model. Training and career growth are offered.

Qualifications

• Associate degree or higher in Computer Science, Networking, Telecommunications, or related fields.
• Fluent in Chinese and English; able to communicate with global customers.
• 2+ years of hotline technical support experience.
• 1+ year hands-on experience with public cloud products (Alibaba Cloud, Tencent Cloud, Huawei Cloud, AWS, Azure, GCP).
• Proven customer service desk or L1 hotline support experience; familiar with ITSM processes.
• Strong adaptability to fast-paced work and flexible shifts.
• Excellent ability to quickly retrieve and use document resources to solve problems.
• Positive learning attitude and teamwork spirit.

Responsibilities

• Respond to global customer hotline calls with professional service.
• Consult official documents and internal knowledge base to provide accurate solutions.
• Handle complex customer scenarios and emergencies; maintain customer satisfaction.
• Standardize service records; escalate unresolved issues to L2 teams.
• Contribute to knowledge base and participate in team training & case sharing.
• Adapt to night and weekend shifts to support a global user service experience.

Skills

Communication

Customer service

Problem solving

Documentation lookup

Bilingual Chinese/English

Education

Associate degree or higher in Computer Science, Networking, Telecommunications

Tools

Salesforce

Zendesk

Jira

Job description

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

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, elevate 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.