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Support Escalation Engineer

Job Location: Dublin

Regional Description: Ireland

Job Number: 00584684


- Job description

Role: Metro & Access Dispatch Agent

Job Description:

● Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

● Perform tactical management for worldwide vendor interface functions, coordinating and managing site access lists and requests, material receipts/shipments, remote hands requests, and similar operational functions.

● This position will be the primary interface point between internal site access requests and external vendors, and will rigorously follow established processes.

● Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

● Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

● Develops and maintains knowledge of customer and customer specific business environment

● Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training

● Shares information required for the team to be successful

● Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings

● Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures

● Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

● May promote client products and services by suggesting additional or alternative products to meet customer’s needs

● May perform follow up on incidents with customer to ensure customer satisfaction

● Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.

● Identify process improvement opportunities

● May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead

● May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

● May take accountability for effectively handling senior level escalations or customer complaints received via various sources

● Manages the dispatch of metro based field technicians

● Coordinates customer requested work to be completed by the field technicians and ensures completion


Skills Needed:

● College graduate of any 4-year course (or at least 2 years in college but with 2-3

years’ relevant work experience)

● Excellent English speaking skills

● Excellent customer service and phone skills

● Experience in interacting with other professionals in a working environment.

● Experience with working according to plan

● Intermediate knowledge of Microsoft Office tools, with a concentration on Microsoft

Excel (VLOOKUPS, basic search and math functions)

● Must be flexible in changes in working schedule and environment while maintaining

accuracy and quality of output to meet the requirements of the client. New ways of

working and a changing environment requires the ability to quickly learn and adapt.

● Excellent documentation and data entry skills

● Experience in the telco industry is preferred


Join us! Be Accenture!


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 approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at




Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity

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