Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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.
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 customers
  • Demonstrate understanding of the customer's business needs and maintain high customer satisfaction ratings
  • Proactively look for solutions to problems and propose improvements 


Required experience
  • At least 1 year of experience in Troubleshooting in Customer Service.
  • High School diploma with relevant experience on common help desk/ticketing systems.
  • Fluent in English and Portuguese ( C1 proficiency, oral and written) 
  • 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.).
  • 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

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.

To apply from a mobile device, your CV must be in the cloud. Not Ready? Send this job to an email address To apply from a tablet device, your CV must be in the cloud. Not Ready? Send this job to an email address

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.


Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.



Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.


View All

Learn more about Accenture

With more than 500,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All