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Accenture Flex - Digital Media Support Specialist (Denver, CO)

Job Location: CO - Denver

Regional Description: Southwest

Job Number: 00629631

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- Job description

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.  You will receive competitive rewards and access to benefits programs and world-class learning resources.

As a Digital Media Support Specialist you will manage customer interactions to increase customer
satisfaction and improve service quality. The role is mainly responsible for providing specialized product and tool support for the client’s product and features to improve the customer experience and overall engagement. A Digital Media Support Specialist handles cases related to a social media application. You will be responsible for reviewing support cases submitted by social media application users, responding to a variety of different cases, helping them troubleshoot bugs and applying tags to categorize the cases after closing. Experience working in a service desk environment and with social support tools is preferred.

Responsibilities may include:
● Interface with customers and answer support queries coming in through social media
● Troubleshoot and appropriately escalate issues
● Responsible for managing the social communities across Twitter and Email. 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
● Openness to work flexible hours as required, including night shifts, holidays and weekends
● 6+ months experience in a technical environment

Preferred Qualifications
● 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
● 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.
● Passion for customer service, with a strong desire to build in-depth product knowledge
● 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
● 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.
● Passion for customer service, with a strong desire to build in-depth product knowledge
● Experience in social media customer support
● Demonstrate knowledge of Twitter and other 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

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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