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Customer & Digital Support Associate

Job Location: San Jose

Regional Description: Costa Rica

Job Number: 00704676

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- Job description

Accenture solves our clients' toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver transformational outcomes for a demanding new digital world. Accenture solves our clients’ toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver transformational outcomes for a demanding new digital world.


Job Description


The Tier 1 Advocate will serve as a talented technical support professional for the customers, providing top-notch support through email originally, with the potential to support additional channels, including phone and chat. 

He/she should be a product expert with an end goal of providing a comprehensive solution to the customers.


Key Responsibilities


•Answer all customer problem/request/issue/questions related to the products and escalate when necessary.


•Follow defined procedures and leverage product expertise to troubleshoot and resolve issues according to the standards.


•Document troubleshooting efforts, customer information, reference material, and tailored solutions to provide customers with comprehensive responses.


•Communicate effectively internally and to the customers.


•Demonstrate understanding of the customer's business needs and maintain high customer satisfaction ratings.


•Proactively look for solutions to problems and propose improvements if something could work better.


•Document solutions & best practices to build out knowledge base.


•Develop expertise around the products and processes, raise process and/or procedure improvement opportunities to supervisor/team lead.

•At least 1 year of experience in Customer Service.

•High School diploma with relevant experience on common help desk/ticketing systems.

•Fluent in English.

•Excellent customer service skills and customer handling experience.

•Acts confidently in ambiguous situations; works effectively in a fast-paced, changing environment.

•Takes well thought-out action to evaluate, troubleshoot, and follow-up on customer issues, including testing, replicating, and escalating scenarios.

•Proven problem-solving skills, the ability to think critically, and the ability to use a logical approach to determine the best solution where minimal information is provided.
 
•Experience responding to phone/chat inquiries; experience using social media or web-based software, including Google Apps and Social media platforms (Twitter, Facebook, etc.).


Plus

•Knowledge of HTML, XML, JavaScript or CSS

•Experience with Mac OS X

Key Skills

•Empathizes with customers in a genuine way that lets them know you care about their issues.

•Deeply cares about building relationships with customers and providing the best, tailored solution.

•Strives to offer an effortless customer experience and provide thorough and concise responses.

•Leverages a positive outlook and high energy/enthusiasm to turn negative situations into positive ones.

•Is a team player that can follow and/or lead as needed, and is comfortable reaching out across teams.

•Independent thinker and problem-solver who excels at breaking down complex issues.

•Is inquisitive; proactively experiments and tries new things.

•Knows the right questions to ask to really understand the customer’s ask, provide comprehensive solution, and proactively address/prevent future issues.

•Able to pinpoint customer requests/asks from ambiguous, open-ended wording.

•Able to translate customer requests into specific terminology.

•Is resourceful, effectively leverages all information sources to efficiently develop customer responses.

•Able to plan, organize, and prioritize work across different channels.

•Is thorough in documenting troubleshooting efforts and solutions to actively contribute to knowledge base

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