SW/App/Cloud Tech Support Analyst
Accenture
Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
Responsibility:
Manage incoming calls, email and customer service ticket.
Manage access control for ticketing system
Generate ticket SLA report
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team KPI
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Requirements
Min Degree required
Experience in ticketing system will add advantage
Good analysis skills
Ability to multi task, prioritize, and manage time effectively
Excellent communication skills in both Mandarin and English will be an added advantage
Manage incoming calls, email and customer service ticket.
Manage access control for ticketing system
Generate ticket SLA report
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team KPI
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Requirements
Min Degree required
Experience in ticketing system will add advantage
Good analysis skills
Ability to multi task, prioritize, and manage time effectively
Excellent communication skills in both Mandarin and English will be an added advantage
How to apply
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