10 days old

Customer Support Associate, Bilingual: Spanish / English- Evening shift

Austin, TX 78703


Customer Support Associate, Bilingual: Spanish / English- Evening shift





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, Email
Correspondence (Bilingual: Spanish/English) in Social Media, 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 & 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



Location


This is not a virtual, or, remote
role. The work is based at the client premises located in Downtown,
Austin, TX.





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 (Sunday to Thursday, or, Tuesday to Saturday), on an 8.5 hour shift with 8
paid hours, and with 2 consecutive days off per week. The work hours are
set for 3:00pm 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.





Training


Individuals are provided paid
training (3 weeks; Monday to Friday; 9:00am to 5:00pm), depending on the group
supported. 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.





Meals


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 Spanish and English, 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


+ Minimum 6 months of experience working in multiple
tools and web browsers at one time



Preferred Qualifications



+ Experienced at using search engines to find information
on the internet


+ 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.





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





Accenture is 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: 2020-01-13 Expires: 2020-02-12

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Customer Support Associate, Bilingual: Spanish / English- Evening shift

Accenture
Austin, TX 78703

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