IT Customer Service Senior Analyst (Japanese Speaker)

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 47,000 - 76,000; Full time

Job summary

Accenture is seeking a Tier 1 Agent to deliver high-touch partner support from onboarding to ongoing engagement. You will handle inbound email inquiries, help partners navigate the Portal, and work with internal teams to resolve issues within SLA timelines.

The role requires strong English and Japanese communication, plus technical familiarity with enterprise tools. You’ll thrive in a fast-paced environment with flexible shifts and a customer-first mindset.

Qualifications

• Technical support experience in enterprise technologies (cloud, security, etc.).
• Excellent command of English and Japanese for written and verbal communication.

Responsibilities

• Respond to partner inquiries in a timely and professional manner via email and video calls.
• Collaborate with partners to provide high-quality support across channels.
• Follow communication procedures, guidelines and policies.
• Proactively liaise with cross-functional teams to obtain information and solutions.
• Report feedback from partners and ensure timely delivery of solutions according to SLAs.
• Develop deep knowledge of Accenture products and partner tools.

Skills

Technical support

English language

Japanese language

Job description

Job Scope

Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offered to partners as part of the Partner Advantage program. The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

• Partner Advantage portal access and navigation
• Partner Advantage program benefits and requirements
• Sales and marketing incentives
• Deal Registration and Deal Referral
• Contracts and policies
• Partner Director
• Marketplace
• Partner Marketing Studio
• The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)
• Partner Learning Center access and account issues

Job description

The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources. Senior profile with excellent communication skills to support Partners/Applicants through email and video/hangout calls as needed. Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame. You will report to the Team Leader and Program Managers and liaise with all other support team members.

Tasks and responsibilities

• Responding to assigned customer inquiries in a timely and professional manner.
• Work together with our Partners to provide high-quality support through different channels.
• Follow communication procedures, guidelines and policies.
• Proactively liaise with cross-functional departments to obtain information and solutions.
• Report errors, improvements and feedback provided by our Partners.
• Liaising between the Partner and internal teams via various methods (email and videoconference)
• Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines
• Assisting with challenging Partner requests or highly escalated cases
• Develop deep knowledge of our products.
• Meet and exceed personal/customer service team targets.
• Able to troubleshoot issues independently.
• Able to apply the knowledge in the documented SOP to make decision on what the root cause.
• Tasks and responsibilities do not limit the tasks listed above.

Job Specification

• Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.
• Excellent comprehension and communication in both English and Japanese language skills
• Analytical skills with demonstrated problem-solving ability
• Ability to work in a fast-paced environment
• Flexibility to work various shifts
• Good technical skills (should be able to refer SOPs and use client tools independently)
• Good organizational capacity
• Empathic & enthusiastic personality
• Personal Abilities Excellent communication skills Excellent soft skills Team player Proactivity #LI-MA

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.

Join Our Team

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. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture