Accenture Customer Service SME in Austin, Texas
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward. Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
The Information Technology Customer Service Analyst provides technical support for resolution of customer IT problems, incidents, issues, requests and queries. Manage team and liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Focus on customer contact, not transaction processing.
Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.
Key Responsibilities will include:
Interface with multiple functional areas to investigate cases and acquire information Interpret evidence from multiple tools and systems to determine legitimacy of customer behavior across multiple products. Maintain records, prepare filings and prepare reporting information and metrics to be presented to management Work with the team on grey area cases and develop best review practices. Develop and maintain knowledge of client specific business environment. Develop and maintain an understanding of customer Service Level Agreements and department s product s key performance requirements. Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in continuous training. Shares information required for the team to be successful. Demonstrate understanding of the client s business needs or market and maintains high satisfaction ratings. Develop and maintain knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures. Develop best practices and provide new solutions daily tasks Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback. Perform incident notification and escalation to ensure problems requests issues are communicated Build up other analysts’ skills and knowledge Perform Quality Audits and share the feedback with the team or client as appropriate Assist Team lead or act as backup to Team lead on various tasks when needed
High School diploma Minimum 1 year customer service experience Minimum 1 year experience with Microsoft Office
Ability to multitask in several computer systems 1 or more years of experience as a reviewer or SME 1 or more years of experience analyzing mobile phone apps 2 years of experience working with Android and iOS applications for leading Social Media Company
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Equal Employment OpportunityAll 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.Accenture is committed to providing veteran employment opportunities to our service men and women.