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Business Advisory Senior Analyst

Business Advisory Senior Analyst

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Accenture in India

5 years

0 Lacs

hyderabad telangana india

Posted:3 days ago| Platform:

Apply

Skills Required

service support strategy consulting technology network power communication troubleshooting documentation empathy agility saas escalation evaluation management analysis compliance triage resolve

Work Mode

On-site

Job Type

Full Time

Job Description

Skill required:

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation:

Business Advisory Senior Analyst

Qualifications:

Any Graduation

Years of Experience:

5 to 8 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 stakeholders This 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 preferred Product troubleshooting beyond FAQs Escalation criteria evaluation/resolution Case management system knowledge English 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, Any Graduation

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Business Advisory Senior Analyst