IT Customer Service Senior Analyst

As an IT Customer Service Senior Analyst at Accenture, you will provide quality customer service to end users, driving customer experience and key metrics. Your responsibilities will include assisting agents with questions, providing coaching and guidance on handling customers, resolving queries, and fostering positive customer, client, and internal stakeholder relationships. Your role will involve innovating and identifying process improvements, maintaining awareness of clients" business operational activities and processes, and communicating relevant information to Team Leads while escalating issues or complex delivery items. This position will be based in Hyderabad client office, and you must be flexible to work in night shifts between 8 PM IST to 4 AM IST, including weekends and holidays. You should be self-motivated to work independently with minimal supervision, have a strong work ethic, take personal accountability for accuracy and high-quality outputs, and demonstrate integrity to core team values. **Roles and Responsibilities:** - Excellent time management skills with the ability to proactively and independently manage workload and targets - Strong interpersonal skills for expressing ideas and concepts both orally and in writing, adapting communication based on the audience - Familiarity with issue tracking tools like Jira and ServiceNow, and labeling/annotation user interfaces - Understanding of priority/severity frameworks and classification schemas - Experience in QA testing, triage, bug reproduction, or labeling workflows - Understanding of GenAI concepts such as prompt engineering, LLM behavior, model evaluation, and popular GenAI tools like ChatGPT, Claude, Gemini, etc. **Qualifications:** - Any Graduation *Note: The job description includes details about Accenture as a global professional services company with leading capabilities in digital, cloud, and security. For more information, visit www.accenture.com.*,