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Accenture Flex - Customer Service Subject Matter Expert, Social Media - Bilingual: English and Spanish, or, English and Brazilian Portuguese

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00628064


- Job description

Accenture Flex LLC offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company.    Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists. 
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities.  In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.  You will receive competitive rewards and access to benefits programs and world-class learning resources.  
Role Overview & Responsibilities:
As a Customer Service Subject Matter Expert, Social Media, you will be responsible for the following:
  • Act as the main escalation point for any questions from the team
  • Liaise with client stakeholders to strengthen policy and troubleshoot issues
  • Create policy documentation to enable team members to perform at their highest level
  • Coach team members on the spot in regard to compliance, policy, and errors
  • Maintain performance management documents around quality and productivity
  • Assist training and quality teams when needed, especially in back-up scenarios
  • Manage and regularly review case queues and follow-up on open tickets
  • Review issue details and analyze; determine and resolve issues for clients
  • Provide feedback on trends identified in review
  • Have a passion for social media platforms and services
  • Ability to diagnose and solve problems facing multiple clients
  • Assist the quality analyst and reporting analyst in driving quality customer care outcomes
  • Become a subject matter expert in the tools and process
  • Provide support and cover for the team lead
Basic Qualifications:
  • High school diploma, or, GED equivalent
  • A minimum of 2 years of work experience in a customer service environment
  • A minimum of 1 year of coaching or supervisory experience
  • Fluent in the English language
  • Fluent in the speaking and writing of the Spanish or Brazilian Portuguese language 
Preferred Qualifications:
  • Bachelor’s Degree is preferred
  • A minimum of 1 year of work experience in a quality assurance operations environment
  • A minimum of 1 year of work experience in a training capacity
  • A minimum of 1 year of work experience in team management responsibilities
  • Experienced at using search engines to find information on the internet; familiar with using social media products
  • Experience with MS Office for updating progress 
Professional Skill Requirements: 
  • Excellent time management skills, ability to work independently, and attention to detail is essential to ensure the quality of work execution
  • Excellent interpersonal, written, and communication skills
  • Motivated, takes initiative, high energy
  • Good problem solving abilities
  • Demonstrated consistent high performance while achieving quality scores and metrics
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.  
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity 
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. 

Accenture is an equal opportunity 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, gender identity, or any other basis as protected by applicable law.

If you would like to be considered for employment opportunities with Accenture, and need special assistance due to a disability or accommodation for a disability, please call us at 0917.545.9341 or send us an email at

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