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Helpdesk Support Advisor

Ontario - St. Catharines Job No. r00219640 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?

Role Responsibilities

As a valued member of our team, you will have the opportunity to make a positive impact by:

  • Engaging with customers through chat and e-mail to provide exceptional support.

  • Using your technical expertise to troubleshoot and resolve customer issues remotely, ensuring a seamless experience.

  • Proactively identifying opportunities to enhance our systems and technologies, driving efficiency and innovation.

  • Collaborating with cross-functional teams to propose innovative solutions and improve the overall customer experience.

  • Seeking feedback from customers to identify areas for improvement and implementing necessary changes.

  • Sharing your technical knowledge and expertise to influence and persuade others. Following best practices and industry standards to deliver high-quality work.

  • Continuously improving your skills and knowledge to stay ahead of the curve and exceed customer expectations.

Qualifications

Basic Qualifications

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

  • Tech-savviness with a strong understanding of office automation products, databases, and remote control.

  • High School Diploma or equivalent.

  • Flexibility to adapt to different hours of operation.

  • Strong written communication and keyboarding skills

Preferred Qualifications

  • Technical experience, with a focus on digital technologies.

  • Ability to quickly learn and apply new technologies.

  • Strong multitasking skills and the ability to use multiple tools to provide efficient resolutions.

  • Prior Web chat experience.

  • Basic knowledge of Domains, SQL, Splunk, Google Chrome Developer tools and JSON files.

Professional Skill Requirements

  • Strong analytical and problem-solving skills.

  • Excellent decision-making abilities based on logical and factual analysis.

  • Attention to detail and precision in your work.

  • Effective communication and interpersonal skills.

  • Adaptability and flexibility in a fast-paced environment.

  • Strong organizational and time management skills.

  • Demonstrated teamwork and collaboration in a professional setting, showcasing your ability to work well with others.

We believe that your skills and expertise will contribute to our success, and we look forward to welcoming you to our team!

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