Job Description

Role Summary

Our mission is to provide the ultimate support experience through best-in-class service and innovative solutions, to allow partners to learn, grow and engage with the content aggregator.

 

As a support agent, you will provide a combination of high touch & scaled transactional support to eligible partners and educate them on how to use the product, abide by Terms of Use, answer rights management questions, as well as troubleshooting technical issues. You will identify top issues, root cause analysis and resolution. You will also achieve operational efficiency towards reactive support.

 

Shift work and / or night work may be expected depending on changes in business requirements.

 

Roles and Responsibilities

Included but not limited to:

      Support partners in a range of topics (video uploads, channel management, monetization,  analytics and any product technical issues) with emphasis on high user satisfaction and quality

      Provide education on supported devices, new features and product updates

      Troubleshoot and help resolve technical issues in a friendly and accurate manner

      Collaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issues

      Flag trends and potential global technical issues

      Escalate issues providing all the relevant information when required striving to resolve them in a timely manner

      Coach and provide direction to new joiners



Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
Read More

Qualifications

Required Skills/Competencies/Experience

      At least 2 year of experience as an Agent in Technical Support for said language

      Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role

      Excellent communicator: 

o    Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

o    Ability to grasp complex and technical concepts and communicate them to a non technical audience in a friendly and easy to understand format

      Demonstrates speed, agility, critical-thinking and problem-solving skills

      Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changes

      Experience with prioritizing multiple tasks in a fast paced and ambiguous environment

      Significant attention to detail

      Team player with ability to work in a fast-paced, collaborative and constantly evolving environment

      Strong work ethic and ability to work with minimal supervision

      Be an expert in our client’s platform

      Ability to develop relationship with multiple stakeholders to deliver high quality service

      Excellent prioritisation skills

 

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.


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 atwww.accenture.com.

 

 

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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.

image

Work Environment

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

LEARN MORE

image

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.

LEARN MORE

Learn more about Accenture

With over 450,000 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.