Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
Designation:
Business Advisory Associate
Qualifications:
Any Graduation
Years of Experience:
1-2 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?
The ideal candidate is a detail-oriented and resourceful Customer Support & Escalations Specialist to manage Tier 2+ customer support, address both external and internal escalations, and act as a critical communication bridge between users, product teams, and internal stakeholdersThis role is pivotal in delivering high-quality service to users, ensuring efficient handling of complex product issues, and maintaining resolution workflows for escalated support queries. As a Customer Support & Escalations Specialist, you will be the primary point of contact for high-priority users, providing thoughtful, clear, and accurate responses via email. You will handle escalations when cases fall outside standard troubleshooting - raising activation or support tickets and liaising with product teams and clients for clarifications. In parallel, you will be responsible for resolving internal stakeholder escalations related to product behavior, tool limitations, or client-driven concerns, ensuring timely closure and accurate documentation
What are we looking for?
Strong written communication and customer empathy, especially over email? Analytical thinking to troubleshoot complex or unfamiliar issues? Ability to remain calm under pressure and handle multiple escalations simultaneously? Structured approach to documenting cases and resolutions? Agility to adapt to different customer scenarios quickly? Prior exposure to SaaS tools, case/ticketing systems, or support operations workflows? Experience supporting high-priority users or enterprise clients preferredProduct troubleshooting beyond FAQsEscalation criteria evaluation/resolutionCase management system knowledgeEnglish language competency Shareholder communications Documentation and Justification Roles and Responsibilities:
- In this role you are required to do analysis and solving of increasingly complex problems
- Your day to day interactions are with peers within Accenture
- You are likely to have some interaction with clients and/or Accenture management
- You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
- Decisions that are made by you impact your own work and may impact the work of others
- In this role you would be an individual contributor and/or oversee a small work effort and/or team
- Please note that this role may require you to work in rotational shifts
- ? Customer Support? Provide high-quality, email-based support for external users, including product troubleshooting using the case management tool? Serve as the escalation point for advanced support queries that require deeper insight or technical clarification? Document case histories, actions taken, and final outcomes with clarity and compliance? External Escalations? Identify and escalate customer issues that fall outside of predefined troubleshooting workflows? Raise activation tasks or support tickets to appropriate second-level review teams or client/product contacts? Track escalation outcomes and ensure communication back to the user is timely and complete? Internal Escalations? Receive, triage, and resolve internal team escalations related to the client, product functionality, or tool issues? Collaborate with cross-functional teams to close internal queries quickly and accurately? Maintain clear documentation of escalation paths, status, and resolution notes 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, Any Graduation
