5 days old
2018-08-102018-09-09

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Business Process Specialization professionals apply expertise in a specific business process delivery capability (or capabilities) to ensure services are delivered in a manner consistent with our Standard Delivery Solutions and Service Level Agreements and drive continuous improvement.

Job Description
Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries
Responsible for supporting other teams or product teams as required to resolve requests issues in a timely manner while ensuring proper documentation, notification, escalation, tracking and follow up of all incidents
May manage the team by resource planning to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets
May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
Ensure proper documentation, notification, escalation, tracking and follow up
Perform incident notification and escalation to ensure problems requests issues are communicated
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
May perform follow up on incidents with customer to ensure customer satisfaction
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May take accountability for effectively handling senior level escalations or customer complaints received via various sources
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training
Share information required for the team to be successful
Provide functional and or technical support
Receive and log internal and or external customer problem request issue and ensure proper documentation

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Accenture
Austin, TX 78769

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