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Accenture Flex - Subject Matter Expert

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00601338

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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 Subject Matter Expert will provide functional support for policy questions, incidents, issues, requests and queries. The SME will liaise with other support teams or product teams as required to resolve requests issues in a timely manner while ensuring proper documentation, notification, escalation, tracking. The primary responsibilities are focused on floor support.
 
Responsibilities include:
  • Help the team by resource planning in order to optimize set goals and objectives for each team member and ensure individuals meet their targets
  • Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
  • Ensure proper documentation, notification, escalation, tracking and follow up
  • Perform incident notification and escalation to ensure problems requests issues are communicated
  • Identify root causes of dissatisfaction and recommend solutions to improve overall satisfaction
  • Liaise with other support teams or product teams
  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training
  • Share information required for the team to be successful
  • Provide functional and or technical support
  • High School Diploma or equivalent
  • Minimum of 2 years of experience in a professional or military setting
  • Minimum 6 months of experience in a content moderation agent / SME role
  • Ability to work holidays and weekends, including rotating shifts
Preferred Skills / Experience
  • Bachelor’s Degree desirable
  • Active Social Media presence
  • Proficiency in Microsoft software for office productivity, including Word, Excel, and PowerPoint
  • Experience with confidential information collection and management
  • Experience within a business process outsourcing environment or comparable service/process management environment
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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Accenture is a Federal Contractor and 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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