Mandarin Cloud Support Engineer — Global Hotline Specialist

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

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.