2 days old

Product Support Analyst

San Francisco, CA 94103

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 Diversity Incs 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.

Android Hardware Agents function as the Level 3 support team for Android devices purchased .The role is customer facing, answering escalated cases and calls from the Tier One/Two support teams. Document and update relevant case information, troubleshoot consumer inquiries with the intent of resolution. Good communication and interpersonal skills are important so the agent can effectively work with internal groups and our clients end users.

Duties and Responsibilities

Ensure excellent customer satisfaction

Take ownership of case and provide best effort support, no matter the inquiry.

Assist users with Order Processing and General Inquiries.

Assist users on technical issues via phone/email/chat.

Identify/communicate any process or workflow gaps when necessary.

Respond appropriately to customer or Tier 1 escalations.

Work with other agents to resolve or properly close tickets.

Responsible to follow the direction of management and provide feedback.

Triage the Email Support Queue for routing to Partner, as needed.

Manage an individual ticket queue.

Makes outgoing calls as needed.

Openness to work flexible hours as required (may include evenings, weekends and/or holidays).

Files bugs on emerging issues.

Creates Knowledge Base documentation.

All other tasks as assigned.

Basic Qualifications

+ Highschool Diploma or Equivalent

+ Minimum of 1 year experience with troubleshooting hardware devices and running Android, Windows, OSX, Chrome OS

+ Minimum of 1 year experience troubleshooting wireless standards (3G, 4G, WiFi, BT, SSO, VPN, LTE)

Preferred Qualifications

Familiarity/aptitude with Chrome OS, Android, Pixel, Play, and/or Google Applications (including Drive, Gmail, and Calendar.)

Familiarity in browser, mobile apps technology, and apps/digital content management.

Familiarity pulling and translating logs from terminals

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.


Posted: 2019-12-04 Expires: 2020-01-03

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Product Support Analyst

San Francisco, CA 94103

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