15 days old

Executive Escalation - Case Representative

San Jose, CA 95115

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.


Executive Escalation EE Case Representatives function as enterprise level consultants for client executives. EE Representatives triage, troubleshoot, and liaise customer inquiries sent to client executives with a professional and friendly demeanor. Strong communication and interpersonal skills are imperative for working with executives, POCs, and customers. Case Representatives handle non sensitive escalations, which account for a majority of cases received by the EE team. These types of cases are initially vetted for sensitivity urgency by EE Case Managers, before being forwarded to the appropriate Case Representative pod. Case Representatives handle received cases per a defined process within their respective SLAs.

Day-to-day responsibilities may include, but are not limited to:

+ Provide a premium support experience for executives and customers by handling cases routed from Executive Escalation Case Managers. Role involves communication with various product teams and other associated tasks including communicating status updates resolution confirmations to executives and or customers

+ Provide support for executives and customers by identifying root causes to complex issues and escalating issues appropriately

+ Participate in refresher training on frequent queries with Executive Escalations product POCs, and provide feedback for updating internal resources

+ Liaise between other product POCs and customers to determine the best course for resolution

+ Employ problem solving troubleshooting skills to help identify and report bugs to Executive Escalation POCs, and work with internal product teams to help resolve complex escalations

+ Understand process flow and provide feedback on the Executive Escalation process, in order to improve operational efficiency and productivity

+ Manage Executive Escalation, BBB, and FCC ticket queue

Basic Qualifications

+ 2 years of experience in customer client facing support with strong written communication or 2 years of experience supporting high profile escalations or customer retention support

+ Excellent teamwork skills, able to collaborate with POCs to reach the desired resolution in a fast paced, constantly evolving team environment

+ Language proficiency assessment Offshore only bases on Versant scores of 62 CEFR B2 or C1 level

+ Flexibility to work in a 24 7 environment

Preferred Skills / Experience

+ Experience as a relationship manager or similar function in a technological setting

+ Experience with deep dives, reporting, and root cause analysis

+ Experience in process documentation SOP

+ Deep familiarity with Google products personal professional, desktop mobile

+ Aptitude to quickly learn new hardware software

+ Ability to work in a fast paced office environment

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $24.24 and information on benefits is here (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards)

COVID-19 update:

The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.

Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

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.

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 (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf) .

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 (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.

Other Employment Statements

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.

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: 2022-05-11 Expires: 2022-06-10

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Executive Escalation - Case Representative

San Jose, CA 95115

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