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Accenture Flex - Tier 1 Help Desk

Job Location: NC - Raleigh

Regional Description: Southeast

Job Number: 00628066

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- 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
  • The Help Desk team is responsible for phone and email support of over 10,000 system users and over 50,000 customers. The help desk team member interacts with users to resolve problems, questions or requests over phone, fax or through email. 
  • The help desk agent may also interact with customers to resolve billing related inquiries as part of an Information Technology application outsourcing service delivery team. 
  • The agent builds and demonstrates a working knowledge of the supported application system, its associated financial system interfaces, and the customer registration system. 
  • This agent responds to user requests and issues and resolves them courteously, quickly and correctly. 
  • This team member also interacts with other members of the help desk team and escalates issues, as needed.
  • Major Responsibilities Responds to user customer Problems Questions Requests PQR according to the defined weekly schedule Logs all applicable PQR interactions within the ticketing system.
  • Responds to emails within two business days Uses help desk software packages ticketing and automated call distribution correctly.
  • Handles the failed orders process Assists team members in resolving and closing tickets, as needed Interacts with clients and team members to meet needs related to applications.
  • Escalates issues to the team lead as needed Executes system test scripts as needed Adheres to team processes and procedures.
  •  As project needs and priorities are shifted, the above responsibilities may be adjusted or expanded to meet client service and contract compliance needs.
Basic Qualifications
  • Bachelor's Degree
  • Minimum 1 year customer service experience
 Preferred Skills / Experience
  • Proficiency in Microsoft software for office productivity, including Word, Excel, and PowerPoint
Professional Skills
  • Excellent communication (verbal and written), facilitation, and interpersonal skills
  • Passion for ensuring a world class user support experience
  • Quicker learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
  • Knowledge of multi-cultural communications and cultural context in supporting other countries highly desirable
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities 

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 careersPH@accenture.com

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