Mandarin Cloud Support Engineer – Global Hotline

Accenture Southeast Asia

Petaling Jaya

On-site

MYR 72,000 - 110,000

Full time

14 days+

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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.