Role Summary

The IT Customer ServiceAnalyst roleprovides front-line operational and non-technical support to external partners and internal stakeholders. This role triages incoming requests, resolves issues where possible, and coordinates with internal teams to ensure timely, accurate outcomes while delivering consistent, high-quality partner experience.

Job Description

Serve as the first point of contact for partner inquiries and support requests received via designated channels (e.g., ticketing system, email, outbound call, chat).
Triage, categorize, prioritize, and assign cases in line with agreed service levels maintain accurate case notes, actions taken, and outcomes.
Investigate and resolve common partner issues by following documented processes, knowledge articles, and troubleshooting steps.
Escalate complex, high-impact, or time-sensitive issues to the appropriate internal teams coordinate follow-ups and keep partners informed of progress.
Track case status end-to-end and ensure timely closure, including confirming resolution and capturing partner confirmation where required.
Identify recurring issues and provide feedback to improve processes, knowledge base content, tools, and partner communications.
Maintain strong working relationships with cross-functional teams to support partner needs.
Support reporting by monitoring queues, trends, and service metrics highlight risks, bottlenecks, and improvement opportunities.
Ensure all interactions comply with company policies and applicable requirements (e.g., data privacy, security, and partner contractual obligations).
Contribute to training, documentation, and continuous improvement initiatives for the Partner Support Desk.

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Job Qualifications

Bachelor's degree in a relevant field (or equivalent experience).
1-3 years of experience in customer/partner support, service desk, operations support, or a similar role.
Experience working with ticketing/CRM tools and maintaining high-quality case documentation.
Strong written and verbal communication skills with the ability to explain processes clearly and professionally.
Demonstrated ability to manage multiple cases simultaneously while meeting service-level expectations.
Strong problem-solving skills and attention to detail able to follow processes and identify exceptions.
Demonstrated strong proficiency in Japanese across spoken communication, reading comprehension, and written business correspondence.

Preferred Qualifications

Experience supporting external business partners, resellers, vendors, or channel ecosystems.
Familiarity with knowledge management practices and creating/updating support documentation.
Exposure to basic technical troubleshooting, systems access management, or operational workflows.
Experience working in a regional or global support environment and collaborating across time zones.
Additional language proficiency relevant to partner coverage (good command of English).

Core Skills & Competencies

Customer/partner-first mindset with professionalism and empathy.
Structured triage and prioritization ability to assess impact and urgency.
Analytical thinking and root-cause orientation uses data to spot trends.
Ownership and follow-through proactive communication and stakeholder management.
Collaboration across teams able to coordinate and influence without direct authority.
Adaptability in a fast-paced environment with changing priorities and tools.

Work Arrangement

Regular working hours, Working from home - subject to clients decisions to have a change on work arrangements at any time during contractual period.

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 approximately 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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.

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Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

IT Customer Service Analyst (Japanese Speaker)