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Accenture Flex - Client Product Support Associate (Silicon Valley, CA)

Job Location: CA - San Jose

Regional Description: West

Job Number: 00543336

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- Job description

Accenture Flex – Client Product Support Associate (Silicon Valley, CA)  


Accenture Flex 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.  


As an Accenture Flex employee, you will receive competitive rewards, access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations. 


Day-to-day responsibilities of the Client Product Support Associate may include, but are not limited to:

  • Develop deep knowledge within a complex product group
  • Investigate and prioritize advertising issues, escalating to a specialist when 
  • Own tasks end-to-end until they are assigned to specialist.
  • Discern product confusion from bugs, identify solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome
  • Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team
  • Partner with product support group specialists to identify solutions to advertising bugs and product confusion
  • Facilitate a high-end customer experience related to support for advertising bugs
  • Mentor team members and own product support areas

Location

This is not a virtual/remote role; the work is based at the client premises in Menlo Park, CA, and requires a distinct level of professionalism.  Relocation assistance is not provided.  


Hours / Shifts

Except as noted below, the role requires incumbents to work Monday through Friday (Day Shift) and Sunday through Thursday (Swing Shift) on a 9-hour shift with 8 paid hours.  We are currently offering two shifts: M-F 8:00 AM – 5:00 PM (day shift) and S-T 4:00 PM – 1:00 AM (swing shift). There is a weekly on-call rotation for day shift team member which occurs about once every 1-2 months.  In that event, day shift team members will work M/T/W/S/S with Thursday and Friday off.  


Incumbents will need to bring a degree of flexibility to work outside of their core hours during training and remain open to working different shifts in the event coverage is needed, or if business needs subsequently change, upon reasonable notice to you.


Shift Premium

There is an hourly rate premium for hours worked between 7:00 PM – 8:00 AM. Please speak with your recruiter for further details.


Meals

Depending on location and hours worked, meals may be provided at no cost to the employee at the client site. 


Transportation

There is a free shuttle service that picks up at various locations around the Bay Area.  There is no guarantee that an incumbent may live near a shuttle stop.  In that event, the incumbent is responsible for getting themselves to Menlo Park.  There is currently no weekend shuttle service; individuals will need to make their own arrangements if they are scheduled to work a weekend.  


Training

Individuals are provided paid training.  During the training and initial ramp-up period, individuals will work day hours as determined by the team.  Swings shift trainees will work the day shift schedule for 8-12 weeks during training, and will transition to their respective schedule thereafter.  


Minimum 6 months of professional experience within customer service, on-line marketing/advertising or technical support
High School Diploma or equivalent
Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications 
Quicker learner and adaptable to learn new products, processes, concepts, and skills
Aptitude to support complex products 
Work onsite (Menlo Park) from Monday through Friday 
Support a rotating on-call support schedule 
Fluency in English
Ability to work weekends and on-call as may be required
Preferred Qualifications

Associate or technical degree
Experience using social media ad products
Professional Skills

·Excellent communication (verbal and written), facilitation and interpersonal 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
·A reliable, proactive approach to entrusted tasks
·Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
·Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment

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. 

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