If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

• Represent the customer’s business impact

• Support the end-to-end problem resolution

• Problem identification against the case portfolio

Key Role Responsibilities

Technical Know-How

• Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies

Incident Management

• Knowledgeable in IT Service Management process

• 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.

Relationship Management

• Know the customer and understand our customer’s expectations with their reactive support experience

• Focus on critical issues to ensure customer satisfaction

• Set proper expectations with customers for support

Proactive Management of Reactive Experience

• Acknowledge and respond to customers' requests promptly

• Anticipate risk and escalations based on customer context

Escalation Handling

• 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

• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

• 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 holders with minimum 3 years of experience in supporting enterprise technologies or equivalent

• Strong English, and Mandarin or Cantonese proficiency, written and verbal communication skills

• Experienced in customer service, with a focus on empathy and active listening 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

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)

Additional Details:

• Regular working hours from Monday to Friday, 9AM – 6PM

• Work arrangement type: Fully return to office

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About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

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.

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