Posted:
8/25/2024, 9:06:22 PM
Location(s):
Subang Jaya, Selangor, Malaysia ⋅ Selangor, Malaysia
Experience Level(s):
Senior
Field(s):
IT & Security
We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and build relationships with them.
This role oversees several key functions to ensure our customers receive the most from their Unified contact with client. This role is the single point of contact (SPOC) and is responsible for all the Reactive Support experience of the customer, including accountable for customer-facing ownership during escalations, and empowered to elevate/escalate within engineering based on business justification. This will require establishing and maintaining strong relationships with current customers and addressing their technical support needs, while managing expectations and orchestrating internal client resources as needed to achieve those expectations to a high standard. Besides building strong relationships with customers, they must be able to understand the current products and services. Provide insights on the customer’s problems and addressing pain points.
Knowledgeable in Azure, Dynamics 365, AWS, or any related tools/technologies
Tech-savvy, good knowledge of Cloud and IT Service Management
Assist customers’ technical requests and take care of any technical issues.
Build strong customer relationships, especially with key customer stakeholders and sponsors to enable quality solution planning, delivery execution and governance
Know the customer and understand their expectations with their reactive support experience
Understand the customer’s business, priorities and IT objectives in order to develop and manage the delivery of support services to enable customers to fulfill the value of Microsoft products and cloud services
·ocus on support issues and orchestrate support teams to resolve customer concerns to ensure customer satisfaction
Always strive to provide exceptional customer experience
Manage customer expectation and lead them to customer satisfaction
Keep track of key account metrics (defined internal metrics)
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health
Communicate the progress to both internal and external stakeholders.
Handle high-risk escalations and gather/analyze information as needed to support the customer
Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.
Establish a customer obsession approach that puts the customer and the customer operational health in the center.
Required:
Degree or Diploma holder, with minimum 3-5 years of experience in supporting enterprise technologies or equivalent such as Azure, Cloud, 365 etc
Rotational shift applies.
Strong Cantonese/Mandarin and English proficiency, written and verbal communication skills
Positive, energetic, enthusiastic attitude
Strong attention to detail
Excellent at multi-tasking & task prioritization
Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.
Ability to apply judgement in high pressure situations with minimal external guidance
Strong ability to comprehend written communications
Preferred:
Understanding of reactive case lifecycle and troubleshooting methodology
Track record in successfully coordinating activities that involve cross-team of internal/external contacts
ITIL Foundation™ certified (or equivalent).
#LI-GM
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 742,000 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 Al with unmatched
industry experience, functional expertise and global delivery capability. We are uniquely able to
deliver tangible outcomes because of our broad range of services, solutions and assets across
Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities,
together with our culture of shared success and commitment to creating 3600 value, enable us
to help our clients reinvent and build trusted, lasting relationships. We measure our success by
the 3600 value we create for our clients, each other, our shareholders, partners and
communities. Visit us at www.accenture.com.
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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Website: https://accenture.com/
Headquarter Location: Dublin, Dublin, Ireland
Employee Count: 10001+
Year Founded: 1989
IPO Status: Public
Last Funding Type: Grant
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