1+ months

Customer Support Associate, Bilingual: Portuguese/English

Austin, TX 78703
Accenture Flex LLC 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.
You will receive competitive rewards and access to benefits programs and world-class learning resources.

Role Overview
As a Customer Support Associate - Bilingual: English/Portuguese, you will manage customer interactions to increase customer satisfaction and improve service quality. You will be primarily responsible for reviewing social media issue details, analyzing the problem, and provide a resolution for clients.
The role includes some, or, all of the following key responsibilities:
Manage and regularly review case queues and follow-up on open tickets
Diagnose and solve problems facing multiple clients
Identify trends in your review and provide feedback
Assist the quality analyst and reporting analyst in driving quality customer care outcomes
Become a subject matter expert in the clients tools and process
Provide support and coverage for your team lead
Leverage user reports and correspond with users pertaining to reported objects and other sources within the online queue
Review user accounts daily to determine if they are spam accounts
Ensure the maintenance of high-quality support and a high degree of professionalism
This is currently a virtual role. However, in the near future, the work location will be at the Dominion in Austin, Texas. Relocation assistance is not provided.

Hours & Shifts
Given the nature of our business being 24/7 and 365 days per year, candidates will need to bring a degree of flexibility, and, remain open to working different hours, shifts/rotating shifts (to include weekends and holidays). This role requires the ability to work 5 out of 7 days a week, on an 8.5 hour shift with 8 paid hours, and with 2 consecutive days off per week. The work hours for this role include the following: 6am to 2:30pm, or, 3pm to 11:30pm. Please note that depending on the team supported, location, business needs, hours, shifts, and rotation, frequency is subject to change. Team Leads will try to accommodate individual schedules. However, guarantees cannot be made.

Individuals are provided paid training. During the training and initial ramp-up period, individuals will work day hours as determined by the team. Thereafter, they will transition to their respective work schedule.

Depending on location and hours worked, meals may be provided at no cost to the employee while working at the client site, which is subject to change.

Basic Qualifications
Minimum education requirement of a High School Diploma or equivalent
Bilingual in English and Portuguese, including advanced skills in reading, writing, and verbal communication
Minimum 6 months of experience in a professional or military setting
Minimum 6 months of experience with software for office productivity, including Microsoft Outlook
Preferred Qualifications
Experience using search engines to find information on the internet
Experience working in multiple tools and web browsers at one time
User of social media products
Professional Skill Requirements
Strong attention to detail and a self-starter with high energy
Excellent verbal and written communication proficiency
Exceptional time management skills
Ability to prioritize tasks and work independently
Ability to problem-solve and help others achieve results
Great judgement and ability to problem-solve both with peers and independently
Ability to seamlessly adapt to change
Excellent listening and interpersonal skills
Demonstrated consistent high performance while achieving quality scores and metrics
Demonstrated teamwork and collaboration in a professional setting; either military or civilian

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.

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.

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.

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

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

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

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

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.


Posted: 2020-12-04 Expires: 2021-02-05

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Customer Support Associate, Bilingual: Portuguese/English

Austin, TX 78703

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