Mandarin Cloud Support Engineer — Global Customer Hotline

Accenture Infrastructure and Capital Projects, LLC

Petaling Jaya

On-site

MYR 67,000 - 100,000

Full time

14 days+

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Job summary

Accenture is seeking a bilingual (Chinese/English) hotline support specialist to address global customer inquiries related to public cloud products. You will consult official docs and knowledge bases to provide accurate solutions and escalate issues to L2 when needed.

Flexibility for night and weekend shifts is required as part of a global service model. The role emphasizes continuous learning of cloud technologies and contributing to a shared knowledge base to help improve customer satisfaction

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+ years 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 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.

Responsibilities

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, escalate 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.