Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services.
We combine unmatched experience and specialized capabilities across more than 40 industries powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.
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.
Visit us at www.accenture.com.
The position will serve as a talented technical support professional for the customers, providing top-notch support through email originally, with the potential to support additional channels, including phone and chat.
Regular case reviews of reactive cases to assess health and status identify the root cause of reactive support incidents and categorize in line with ITIL methodology.
Communication with internal support organizations for case updates and action requests.
Direct communication with customers to promote case progress where necessary.
Produce regular reports on case health metrics.
Answer all customer problem / request / issue / questions related to the products and escalate when necessary.
Follow defined procedures and leverage product expertise to troubleshoot and resolve issues according to the standards.
Document troubleshooting efforts, customer information, reference material, and tailored solutions to provide customers with comprehensive responses.
Communicate effectively internally and to customers.
Demonstrate understanding of the customer's business needs and maintain high customer satisfaction ratings.
Proactively look for solutions to problems and propose improvements.
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Advanced oral and written skills in English and Portuguese.
3 years of experience in supporting enterprise technologies.
At least 1 year of experience in Troubleshooting in Customer Service.
High School diploma with relevant experience on common help desk / ticketing systems.
Client customer handling experience excellent customer service skills.
Proficient in Metrics and Reporting.
Proficient in MS Office including MS Excel, Word and PowerPoint.
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.
Empathizes with customers in a genuine way that lets them know you care about their issues.
Deeply cares about building relationships with customers and providing the best, tailored solution.
Strives to offer an effortless customer experience and provide thorough and concise responses.
Leverages a positive outlook and high energy / enthusiasm to turn negative situations into positive ones.
Is a team player that can follow and / or lead as needed, and is comfortable reaching out across teams.
Independent thinker and problem-solver who excels at breaking down complex issues.
Is inquisitive; proactively experiments and tries new things.
Knows the right questions to ask to really understand the customer’s ask, provide comprehensive solution, and proactively address / prevent future issues.
Able to pinpoint customer requests / asks from ambiguous, open-ended wording.
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.