7 days old

Product Support Associate Bilingual Spanish/English

San Jose, CA 95115

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.


Improve the strategy for Customer Care and overall experience for the millions of users of products by identifying and documenting recommendations to the client

Influence the development of products by reporting enhancement requests received from customers regarding hardware, features, etc.

Provide reactive technical support to customers through video, phone, chat and email channels

Coach and educate users about the companys top consumer products and their key features

Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures

Communicate bug fixes and new product enhancements to customers

Own end-to-end resolution of customer issues and questions to ensure customer satisfaction

Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations

Conduct coaching sessions to educate customers about company products

Submit high-quality questions or suggestions to the Team Lead, the Supervisor or the Client in order to influence and drive program improvements

Review quality feedback with supervisor

Follow proper diagnosing and escalation procedures Openness to work flexible hours as required, including weekends & holidays

Standard hours of operation (Monday Friday: 9am 5pm)

Basic Qualifications:

Highschool Diploma or GED

Fluency in English + Spanish (Bi-lingual)

Minimum of 1 year experience working in a customer service role

Preferred Qualifications:

Excellent verbal, written, and interpersonal communication skills in English + Spanish (Bi-lingual)

Associate degree with at least 2 years of experience working in a customer service role

Bachelors degree with at least 1 year of experience working in a customer service role

Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)

Excellent customer service skills

Ability to manage multiple tasks and priorities including good time management skills

Ability to troubleshoot and resolve technical problems individually and in a team environment

Ability to demonstrate customer empathy, excellent customer diplomacy skills, and problem ownership to go above and beyond to provide magical support - personable, winsome, and disarming demeanor

Preferred Technical expertise

Ability to type 40 words per minute

Owner of an Android phone

Active user of the most popular products including:

Gmail, Calendar, Drive and Docs

YouTube and Play

Chrome and Search


Wallet and Android Pay

Familiarity with consumer products, such as: Voice, News, Blogger, Chromebook, Chromecast :

Applying custom filters in Gmail

Changing permission settings for multiple users in Docs

Adding extensions to browser

Downloading offline maps in Maps

Setting up Photos to backup images to Cloud

Experience with web computing

Experience with other current consumer web-enabled technologies is preferred

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: 2019-11-29 Expires: 2019-12-29

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Product Support Associate Bilingual Spanish/English

San Jose, CA 95115

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