Job Description

Accenture Flex offers you the flexibility of local 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 Diversity Inc'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. Accenture Flex employees work in their local metro area onsite at the project significantly reducing and or eliminating the demands to travel. 

 

Job Description: 

The Executive Escalation team is the go to team, when all Client Executives receive an issue from a Google Product Support workflow. Google Executive routes these issues directly to our gUP EE agents. EE agents on this team are tasked with rapidly absorbing information about existing support processes and policies to identify areas of improvement, along with providing timely qualitative responses, leading to high value solutions to our Executive clients and customers.



Our team acts like owners, makes data informed decisions, and are agents of change. You ll work cross functionally and partner with our user support teams to make our support experience more streamlined and effective for all parties involved including high value Executives. Our goal is to ensure users have easy access to comprehensive support when and where they need it. To be a success in this role, you are able to grasp technical concepts quickly and love to troubleshoot, dig into the weeds, and think about the support experience from an end user perspective.



Deliverables include process and policy feedback for improvements along with timely efficient responses to all escalations.



Qualifications

Basic Qualifications: 

  • 2 years bug management Buganizer , Cases 2.0, Google sheets and Google Docs

  • 2 years of customer support experience

  • 1 years of project management skills

  • Case Ticketing Knowledge

  • Understand basics of Technical Support Operations

  • Be versed with online help and support channels tools

Preferred Qualifications: 

  • Must understand how internal and external workflows operate within Google s support operations

  • 2 years Advanced knowledge of agent Customer Support processes and taxonomy

  • 2 years Facilitate discussions between various stakeholders and cross functional teams



COVID-19 update:


The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.


Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.


What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


Equal Employment Opportunity Statement


Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.


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.


Accenture is committed to providing veteran employment opportunities to our service men and women.


For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


Requesting An Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.


If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.


Other Employment Statements


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.


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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