Job Description

  • Interface with customers and answer support queries coming in through social media.
  • Troubleshoot and appropriately escalate issues.
  • Responsible for managing the social communities across Social Media. This includes social listening, monitoring trends and responding to fans.
  • Respond to general inquiries by following operational documentation and directing people to existing help properties and content.
  • Ensure cases are updated properly and assigned the appropriate tag categories .
  • Process suggestions, bugs, abuse, and other information to ensure we are constantly improving the user experience.
  • Identify gaps and areas for improvement in execution processes and propose improvement solutions.
  • Adhere to SLAs as defined for reviewing and acting on cases.
  • Assist with social projects/special reporting as needed.
  • Sense of achievement providing excellent customer service in an inbound customer contact environment.


Basic Qualifications

  • 1+ years equivalent working experience required, preferably in customer support via social channels, email, or forums.
  • People person ability to connect to others.
  • Excellent communication skills (written and oral, in English), impeccable grammar, strong attention to detail, and the ability to write in a brand's voice are required Technical background is required.
  • Proven good judgment in navigating and resolving sensitive situations. Demonstrate speed, agility, critical-thinking, and problem-solving skills in their work, ability to ramp up quickly.
  • Attention to detail with the ability to complete a large volume of work quickly and independently.
  • Flexible​ and quick learner, able to adapt to continuously evolving client needs and product updates.
  • Openness to work flexible hours as required, including night shifts, holidays and weekends.
  • Passion for customer service, with a strong desire to build in-depth product knowledge.
  • Fast typer without sacrificing quality and grammar.

Preferred Qualifications

  • Experience in social media customer support.
  • Demonstrate knowledge of emerging social media platforms.
  • Familiarity with Sprinklr Tool is a plus.
  • Experience representing a company, brand, or product on social media.
  • Ability to explain complicated technical matters in basic terms.

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.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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