Tech Support Representative
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 784,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
Summary
The Customer Service Analyst is responsible for providing functional support to achieve best-fit resolutions for customer inquiries and issues related to the client’s platform. This role involves adhering to highest standards of customer service, empathy, and application of active listening techniques. The analyst investigates and solves problems, following detailed client-approved instructions and escalating issues or seeking advice when faced with complexity not covered in standard working procedures. Additionally, he/she maintains proper documentation and follows through on all interactions based on client-set standards. Last but not least, the Customer Service Analyst is expected to engage in ongoing education and training on the processes and related tools/systems to effectively perform his/her responsibilities
Role Responsibilities
Engage in customer service activities, via email and phone and chat
Address customer inquiries and concerns promptly, professionally and with a high level of empathy
Investigate and resolve customer queries efficiently, ensuring a high level of customer satisfaction
Utilize company resources and internal systems to provide accurate and timely issue resolution
Provide customers with relevant information to prevent future inquiries and enhance their overall experience
Maintain organized and up-to-date customer records
Collaborate with the team to share insights and best practices for enhancing customer satisfaction
Required:
+6 months at Tech Support roles
English at B2 level
Strong customer focus (experience in Customer Service, Sales would be an asset)
Strong communication skills (written and oral)
Analytical and problem solving skills
Microsoft Office package knowledge
Experience in using CRM solution is nice to have
What we offer
Health and Life Insurance
Accenture days, 3 additional vacation days
On site doctor
Birthday leave
Internet reimbursement
Heredia
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
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Join Accenture to work at the heart of change. Visit us at www.accenture.com.