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With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.
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The purpose of Business Support representative is to deliver consistent and high-quality support to our client s Marketing personnel as they explore and use the event planner platforms.
This by understanding how to integrate Teams Live Events and Teams Meeting and guiding the users through the self-service tools, troubleshoot and solve problems that might arise and escalate issues when necessary.
Operating within a fast-paced, ever-growing start-up culture, our representative thrives in ambiguity while working to share experiences and opportunities with others to broaden impact to the business.
The ideal candidate will bring energy, creativity, critical thinking abilities, and a gift for working with others to help on acceleration of forecast and be an SME for the future members.
Scope of delivery
Drive Delivery & Operational Excellence for our client s personnel by providing a world class support, focus on quality and within the defined Service Level Agreement / Operating Level Agreement (SLA / OLA) targets.
The Business Support Representative will play a key role in onboarding and support of other MSFT FTE’s, supporting activities for data gathering, analysis and / or validation, acting as SME of the Service and tier1 stage of the escalation process.
Key Deliverables & Responsibilities
Manages customer request / problem identification and follows defined procedures to resolve correctly Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call / email or promptly notifies responsible party for resolution.
Develop and maintain knowledge of customer and customer specific business environment.
Develop and maintain an understanding of customer Service Level Agreements and department's key performance requirements.
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Performs follow up on incidents with customer and demonstrates understanding of the customer's business needs or market to provide a quality support.
Acts as the primary knowledge resource for a product / service and use this knowledge to raise process and / or procedure improvement opportunities to supervisor / team lead
Carry out regular quality reviews to ensure the processes are being followed and verify the quality of deliverables.
Ensure services are delivered to the agreed OLAs / SLAs. Where issues occur, log them and take action per defined processes.
Ramp quickly on changes to tools and processes to ensure there is business / delivery continuity through changes.
Understand the goals of the Marketing Event Planning and Logistics Service.
Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
Identify issues that are systemic and report on key trends.
Provide feedback, recommendations and data that contributes to refinement of processes, and deliverables.
Possess good technical expertise in relevant Microsoft technologies
Able to identify challenges and provide a high-level review to all stakeholders.
Excellent customer service skills : Focus on providing a positive overall experience to our customer in their entire end-to-end interaction with the Marketing Event Planning and Logistics Service.
Self-directed learner : Capable of ramping up quickly and learning & leveraging current tools and processes, relative to the role.
Process Documentation : Ability to follow instructions, review team process documentation and provide knowledgeable feedback.
Attention to details.
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution / innovative ideas in ambiguous situations where minimal information is provided.
Organizational skills : ability to document and quickly reference information and knowledge provided by internal resources.
Prioritization skills to manage multiple requests.
Time management skills to deliver service(s) in a timely manner.
Relationships : Able to develop and maintain good working relationships across functional groups. Ability to work independently, while in a team environment.
Deliver impact to the business though influence and a positive can do attitude.
Communication Skills : Strong written and verbal communication skills to enable you to articulate complex situations.
READ MORE OF THE JOB DESCRIPTION
2 years of proven experience across similar roles.
Experience in an enterprise support and / or customer service environment(s) with a strong understanding and knowledge of support, customer service delivery and / or the consulting industry and processes.
Experience with qualification / scoping and alignment of customer needs to solutions.
Should be capable to take initiatives, team player.
Should be capable to do training with customers or peers.
Develops and maintains good working relationships with others.
Acts confidently in uncertain circumstances; works effectively in ambiguous situations.
Takes well thought-out action to achieve a specific impact.
Positive, energetic, enthusiastic attitude.
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution / innovative ideas in ambiguous situations where minimal information is provided
Excellent written and oral English language skills. Bilingual (English Spanish) at C1 (B2+ minimum) proficiency levels are a must.
Advanced skills in Microsoft Office applications (Excel, Word, PowerPoint, etc.)
Nice to have : Bachelor’s Degree in Marketing or equivalent experience.
Equal Employment Opportunity Statement
All 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.