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Helpdesk Support Advisor

Ontario - St. Catharines Job No. r00191477 Full-time - On-Site

Job Description

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. 

As a member of Accenture Utilities BPO Services, the Customer Service Associate is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs is resolved in a timely fashion. 

What sets us apart from other employers?

  • We offer a $19.23 per hour starting wage and a $1000 signing bonus!

  • We offer our employees fast-tracked opportunities for growth; many of our new hires are provided with advancement opportunities within 6 – 12 months after starting with Accenture.

  • NOC Code: 64409 (Teer Category 4)

  • Accenture has also been ranked a Canada Top Employer for 13 consecutive years.

What can you expect from us?

Here are a few benefits you can expect when working with an exceptional team at Accenture:

  • Competitive hourly rate ($19.23 base to start).

  • Language premiums of $4/hour for bilingual customer inquiries via email, webchat and/or calls. The language premium program is market driven and Accenture may amend, change, alter or discontinue this program at any time as market conditions warrant. To be eligible for the language premium, skilled individuals need to receive a passing score upon completing the standardized Accenture language testing and must be successfully staffed in the bilingual queues.

  • Sign on bonus of $1000.

  • We offer permanent status with a comprehensive total rewards package (benefits, RRSP plan, and more!) after 6 to 12 months of strong performance.

  • Full-time positions scheduled up to 44 hours per week. Typically shifts are not lowered below 35 hours per week unless on a voluntary basis.

  • Annual salary increases based on performance.

  • Recognition for individual contributions.

  • Spacious workstations with updated technology platforms and equipment.

  • Supportive environment to assist with individual success.

  • Opportunities for continued self-development with access to extension online courses.

  • Professional development attending comprehensive paid training from 2 to 8+ weeks upon hire.

  • Extensive post-training coaching and support for up to 3 months.

  • A sense of community! We pride ourselves on our inclusive, open, and engaging work environment.

  • Opportunity to give back to the community supporting local causes and volunteer efforts.

What would your day-to-day look like?

  • The role includes some or all the following key responsibilities:

  • Handling chat, async messaging and phone channels.

  • Developing proactive recommendations on process improvements or efficiencies that can be gained.

  • Recommending system/technology enhancements that could be implemented to create efficiencies.

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.

  • Determine the best solution based on the issue and details provided by customers.

  • Walk the customer through the problem-solving process.

  • Sense of achievement providing excellent customer service and technical support in an inbound customer contact environment.

  • Fulfilling work satisfying customer expectations in a way that also complies with best practices.

  • Demonstrating empathy by listening attentively to customer concerns.

  • Maintaining high customer satisfaction ratings and service level agreements.


Basic Qualifications

  • 1 year of experience as a help desk technician and/or customer support role.

  • Tech savvy with working knowledge of office automation products, databases, and remote control.

  • High School Diploma or equivalent.

  • Flexibility with hours of operations.

Preferred Qualifications

  • Ability to learn new technologies and implement them.

  • Technical experience, digital experience a plus.

  • Exceptional customer service experience.

  • Ability to multitask and work with multiple tools to provide the best resolution.

Professional Skill Requirements

  • Strong attention to detail

  • Excellent writing skills

  • Excellent listening and interpersonal skills

  • Strong computer skills

  • Strong analytical and problem-solving skills

  • Excellent communication skills

  • Ability to work independently and exercise good judgment

  • Ability to adapt to quickly to changing situations

  • Dedication to continuous improvement and customer service excellence

  • Demonstrated leadership in professional setting; either military or civilian

  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian


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