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Helpdesk SW/App/Cloud Tech Support Analyst

Petaling Jaya Job No. r00175184 Full-time
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Job Description

Job Description:

  • Manage incoming calls, email and customer service ticket.
  • Manage access control for ticketing system
  • Generate ticket SLA report
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team KPI
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Qualifications

Job Qualifications:

  • Min Degree required
  • Bilingual (can speak Mandarin in a professional setting)
  • Experience in ticketing system will add advantage
  • Good analysis skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent communication and presentation skill

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

 

Accenture is committed to providing veteran employment opportunities to our service men and women.

 

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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