Posted:
9/13/2024, 3:31:50 AM
Location(s):
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia ⋅ Wilayah Persekutuan Kuala Lumpur, Malaysia
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Job Scope
Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offered to partners as part of the Partner Advantage program.
The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:
Partner Advantage portal access and navigation
Partner Advantage program benefits and requirements
Sales and marketing incentives
Deal Registration and Deal Referral
Contracts and policies
Partner Director
Marketplace
Partner Marketing Studio
The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)
Partner Learning Center access and account issues
Job description
The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.
Senior profile with excellent communication skills to support
Partners/Applicants through email and video/hangout calls as needed.
Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame.
You will report to the Team Leader and Program Managers and liaise with all other support team members.
Tasks and responsibilities
Responding to assigned customer inquiries in a timely and professional manner.
Work together with our Partners to provide high-quality support through different channels.
Follow communication procedures, guidelines and policies.
Proactively liaise with cross-functional departments to obtain information and solutions.
Report errors, improvements and feedback provided by our Partners.
Liaising between the Partner and internal teams via various methods (email and videoconference)
Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines
Assisting with challenging Partner requests or highly escalated cases
Develop deep knowledge of our products.
Meet and exceed personal/customer service team targets.
Able to troubleshoot issues independently.
Able to apply the knowledge in the documented SOP to make decision on what the root cause.
Tasks and responsibilities do not limit the tasks listed above.
Job Specification
Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.
Excellent comprehension and communication in both English and Japanese language skills
Analytical skills with demonstrated problem-solving ability
Ability to work in a fast-paced environment
Flexibility to work various shifts
Good technical skills (should be able to refer SOPs and use client tools independently)
Good organizational capacity
Empathic & enthusiastic personality
Personal Abilities
Excellent communication skills
Excellent soft skills
Team player
Proactivity
#LI-MA
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 750,000 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 AI 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 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com
Equal Employment Opportunity Statement
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.
Website: https://accenture.com/
Headquarter Location: Dublin, Dublin, Ireland
Employee Count: 10001+
Year Founded: 1989
IPO Status: Public
Last Funding Type: Grant
Industries: Business Information Systems ⋅ Construction ⋅ Consulting ⋅ Information Services ⋅ Information Technology ⋅ Infrastructure ⋅ Management Consulting ⋅ Outsourcing