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.





Responsibilities:


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


Maps


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.







Categories

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

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Product Support Associate Bilingual Spanish/English

Accenture
San Jose, CA 95115

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