Japanese Technical Troubleshooting Agent - Bilingual Support at Accenture Malaysia - Kuala Lumpur

The Japanese Technical Troubleshooting Agent - Bilingual Support is responsible for providing effective customer support through various communication channels. This role plays a crucial part in maintaining customer satisfaction and ensuring timely resolution of technical issues.

In this role, you will engage with customers daily, addressing their technical queries and providing solutions through phone, email, chat, and social media. You will work in a dynamic environment that emphasizes quality service and customer satisfaction.

Key Responsibilities:

• Provide timely responses to customer support queries across multiple channels.
• Diagnose and resolve technical issues efficiently while adhering to service level agreements.
• Maintain high customer satisfaction by ensuring quality standards are met.
• Conduct root cause assessments using the existing knowledge base.
• Provide bug progress summaries and updates to customers and partners.
• Handle escalations from customers and coordinate with different support tiers.
• Assist lower-tier consultants in case resolution and knowledge sharing.