1+ months

Customer Operations Support Tier 2 -

San Jose, CA 95115


Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work For and DiversityIncs Top 50 Companies for Diversity lists.





As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges.





As an Accenture Flex employee, you will receive competitive rewards, access to benefits programs and world-class learning resources, while gaining job experience with one of the worlds leading professional services organizations.


About the team:


Fast-paced and dynamic, this Operations team works with both TV and Film studios as well as post-production houses throughout the world to facilitate content ingestion, processing, and publishing of both Hollywood and independent/regional movies to one of the major Transactional Video On Demand (TVOD) services rapidly expanding worldwide.





About the role:


As a T2 Operator in Customer Support Operations your main responsibility is to provide end-to-end operational support in all aspects of digital content distribution. You will be working with cross-functional teams to collaborate on launch projects with high visibility and maintain day-to-day operation. A T2 Operator will be expected to help educate both our partners and our T2 operators on industry standards, and provide efficient solutions to operational blockers. It is important to be flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T2 throughout the continued development of the team. Giving candid feedback and helping to maintain our information resources is key.





About You:


You are curious, quick learner who can work both independently and collaboratively on a tight deadline. You have an enthusiastic attitude about learning new things. You apply sound judgement when dealing with sensitive information which may require escalation. You are professional and communicate well with team members from all levels. You are organized and know how to prioritize effectively. You adapt well to changes and make quick adjustments to make accommodations.





Your responsibilities include:


Act as liaison to your assigned studio portfolio


Proactively manage assigned portfolio to ensure content is on time and meets expectations


Independently analyze situations and problem-solve using available resources


Provide education and guidance to T1 operators to resolve escalated requests


File feedback through provided channels to improve and maintain our information resources


Escalate as necessary to the T3 Team to resolve extremely advanced requests


Educate partners on our platform policies and industry standards


Identify and troubleshoot issues that arise in the delivery process; working with cross-functional teams to investigate


Coordinate package and asset deliveries


Conduct store quality assurance tasks as assigned


Assist with special projects (example: territory launches, product/feature launches, etc.)





Location:


This is not a virtual/remote role; the work is based at the client premises in downtown San Jose, CA and requires a distinct level of professionalism. Relocation assistance is not provided.





Hours / Shifts :


Except as noted below, the role requires incumbents to work Monday through Friday (Day Shift) on a 9- hour shift with 8 paid hours. Between 8AM PST-6PM PST





Incumbents will need to bring a degree of flexibility to work outside of their core hours during training and remain open to working different shifts in the event coverage is needed, or if business needs subsequently change, upon reasonable notice to you.





Training


Individuals are provided paid training. During the training and initial ramp-up period, individuals will work day hours as Team determines







Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work For and DiversityIncs Top 50 Companies for Diversity lists.





As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges.





As an Accenture Flex employee, you will receive competitive rewards, access to benefits programs and world-class learning resources, while gaining job experience with one of the worlds leading professional services organizations.


About the team:


Fast-paced and dynamic, this Operations team works with both TV and Film studios as well as post-production houses throughout the world to facilitate content ingestion, processing, and publishing of both Hollywood and independent/regional movies to one of the major Transactional Video On Demand (TVOD) services rapidly expanding worldwide.





About the role:


As a T2 Operator in Customer Support Operations your main responsibility is to provide end-to-end operational support in all aspects of digital content distribution. You will be working with cross-functional teams to collaborate on launch projects with high visibility and maintain day-to-day operation. A T2 Operator will be expected to help educate both our partners and our T2 operators on industry standards, and provide efficient solutions to operational blockers. It is important to be flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T2 throughout the continued development of the team. Giving candid feedback and helping to maintain our information resources is key.





About You:


You are curious, quick learner who can work both independently and collaboratively on a tight deadline. You have an enthusiastic attitude about learning new things. You apply sound judgement when dealing with sensitive information which may require escalation. You are professional and communicate well with team members from all levels. You are organized and know how to prioritize effectively. You adapt well to changes and make quick adjustments to make accommodations.





Your responsibilities include:


Act as liaison to your assigned studio portfolio


Proactively manage assigned portfolio to ensure content is on time and meets expectations


Independently analyze situations and problem-solve using available resources


Provide education and guidance to T1 operators to resolve escalated requests


File feedback through provided channels to improve and maintain our information resources


Escalate as necessary to the T3 Team to resolve extremely advanced requests


Educate partners on our platform policies and industry standards


Identify and troubleshoot issues that arise in the delivery process; working with cross-functional teams to investigate


Coordinate package and asset deliveries


Conduct store quality assurance tasks as assigned


Assist with special projects (example: territory launches, product/feature launches, etc.)





Location:


This is not a virtual/remote role; the work is based at the client premises in downtown San Jose, CA and requires a distinct level of professionalism. Relocation assistance is not provided.





Hours / Shifts :


Except as noted below, the role requires incumbents to work Monday through Friday (Day Shift) on a 9- hour shift with 8 paid hours. Between 8AM PST-6PM PST





Incumbents will need to bring a degree of flexibility to work outside of their core hours during training and remain open to working different shifts in the event coverage is needed, or if business needs subsequently change, upon reasonable notice to you.





Training


Individuals are provided paid training. During the training and initial ramp-up period, individuals will work day hours as Team determines





Minimum Qualifications:





A bachelors degree or 4+ years of customer service/partner management experience


Proven written and oral communication skills


Knowledge of Google Docs and Microsoft Office Suite, especially Excel


Ability to work on tight daily deadlines


Exemplifies exceptional leadership qualities and ability to learn quickly in a fast-paced environment while keeping a sharp attention to details





Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).





Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.





Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.





Equal Employment Opportunity





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.





Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.





Accenture is committed to providing veteran employment opportunities to our service men and women.






Categories

Posted: 2020-01-10 Expires: 2020-03-11

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Customer Operations Support Tier 2 -

Accenture
San Jose, CA 95115

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