6 days old

Product Support Analyst

San Jose, CA 95115


Accenture Flex offers you the flexibility of local fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work for and Diversity Inc's 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 Accenture s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today s biggest business challenges. Tier 3 Hardware Support Agents function as the Level 3 Support team for Android devices and the online platform where Hardware devices are sold.


The role is customer facing, answering escalated email cases and making outbound calls to escalated customers.


Document and update relevant case information, troubleshoot consumer inquiries with the intent of resolution.


Good communication and interpersonal skills are extremely important so the agent can effectively work with internal groups and our client s end users.


Tier 3 Hardware Support Agents also identify and troubleshoot emerging issues and trends with Android devices and the online platform where Hardware devices are sold.




Preferred Qualifications:

+ Experience with troubleshooting hardware devices running Android OS.

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

+ Strong knowledge of Android OS and mobile device connectivity.

+ Knowledge of operating systems Android, Windows, OSX, Chrome OS

+ Experience troubleshooting wireless standards 3G, 4G, WiFi, BT, SSO, VPN, LTE

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

+ Familiarity pulling and translating logs from terminals.

+ Familiarity managing computer OS processes Plug ins, Extensions, Memory management.

+ Background with different internet apps, protocols i.e. HTTP technologies.






Basic Qualifications:

+ Ensure excellent customer satisfaction

+ Take ownership of the 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

+ Respond appropriately to customer or internal escalations

+ work with others agents to resolve or properly close tickets

+ Responsible for following the direction of management and providing feedback

+ Triage the email support queue for routing to partner, as needed

+ Manage an individual ticket queue

+ Make outgoing calls as needed

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

+ File bugs on emerging issues

+ Create knowledge base documentation






Addtl qualifications:

+ Excellent teamwork skills.

+ Aptitude to learn new hardware software quickly.

+ Experience with CRM systems preferred but not required.

+ Must be fully vaccinated






As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of 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 expec ted starting pay for this role is 24.24 per hour and information on benefits is here





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.


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

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Product Support Analyst

Accenture
San Jose, CA 95115

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