Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
Designation:
Business Advisory Analyst
Qualifications:
Any Graduation
Years of Experience:
3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
We re seeking a process-driven technical troubleshooter to ensure seamless operational excellence across all technical service lines. Your core mission will be to guarantee that all technical deliverables are accurate, meet predefined standards, and align with key business objectives The role demands an expert in identifying, diagnosing, and resolving problems across various technical systems. You ll be the primary point of contact for technical support, responsible for raising tickets, communicating with customers, and skillfully handling objections while providing essential support for our tools. This position is a perfect fit for an individual with a strong blend of technical knowledge, sharp problem-solving skills, and exceptional communication abilities.
What are we looking for?
? High attention to detail and commitment to accuracy ? Strong analytical skills and the ability to identify root causes of lapses ? Objective decision-making and the confidence to flag process gaps ? Good written and verbal communication for reporting and stakeholder feedback Email etiquette Advanced Account review & risk flagging Proficient Case management system knowledge Advanced English language competency Master Customer communication Proficient Documentation and Justification Proficient ? Prior experience in team handling customer support along with a good grasp of domain knowledge ? Familiarity with standard practices, error tracking, process compliance and team management
Roles and Responsibilities:
- In this role you are required to do analysis and solving of lower-complexity problems
- Your day to day interaction is with peers within Accenture before updating supervisors
- In this role you may have limited exposure with clients and/or Accenture management
- You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
- The decisions you make impact your own work and may impact the work of others
- You will be an individual contributor as a part of a team, with a focused scope of work
- Please note that this role may require you to work in rotational shifts
- ? Roles and responsibilities ? Expertly identify, diagnose, and resolve issues across various technical systems to minimize downtime and maintain operational efficiency. ? Serve as the primary point of contact for technical support, managing communication with customers, handling objections, and providing support for our tools. ? Raise and manage support tickets, ensuring all issues are logged, tracked, and resolved in a timely and efficient manner. ? Guarantee that all technical deliverables are accurate and adhere to predefined Standard Operating Procedures (SOPs) and other quality standards. ? Reporting & Insights ? Flag outages, understand inconsistencies in the tools ? Instances where a process or deliverable does not follow the predefined SOPs, which could impact quality or consistencies ? Issues that have been escalated by customers due to their complexity, urgency, or an inability to be resolved at a lower support level. ? Any glitches, errors, or performance issues with the tools and programs used by the team, which can hinder productivity. ? The absence of clear documentation, training materials, or effective communication between teams, which can lead to further problems down the line. ? Training & Feedback Loop ? Communicate quality trends and insights from error analysis to relevant teams to foster awareness and drive continuous learning. ? Contribute to refresher training programs and onboarding materials by incorporating feedback and data from recurring quality issues. ? Facilitate and participate in calibration sessions to ensure consistency in the application of quality standards across all reviewers
