Japanese Technical Troubleshooting Agent – Accenture Malaysia

This role is for a Japanese Technical Troubleshooting Agent responsible for assisting customers with technical issues through phone, email, chat, and social media. The position requires bilingual communication skills in Japanese and English to ensure customer satisfaction and adherence to service quality standards.

The role involves providing response, diagnosis, resolution, and tracking of customer support queries via phone, email, chat, and social media. The agent maintains response and resolution speed as defined by service level agreements while ensuring high customer satisfaction and adherence to quality standards. The agent uses the existing knowledge base to conduct root cause assessments, provides bug progress summaries using available tools, handles escalations raised by customers and partners, and assists lower-tier consults in case resolution.