Job Description
Description
Perform customer request problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly and maintain high customer satisfaction ratings by processing transactions accurately.
Day-to-day responsibilities may include, but are not limited to:
Identify all risks associated with execution of the assigned tasks within the business process and understand the security requirements linked to the business process
Ensure proper documentation, notification, escalation, tracking and follow up
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Keep confidentiality of our partners content
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
Be a team player
Deliver efficiency and quality
Location
This is not a virtual/remote role; the role is work site dependent and requires a distinct level of professionalism. Relocation assistance is not provided.
Qualifications
Basic Qualifications
Minimum of 2 years of customer support experience
High school or equivalent
Preferred Skills / Experience
Experience in Privacy, Compliance or Internet Security is a plus
Proficient in MS Office Suite, Google Docs, and the internet
Proactive with a strong work ethic and eagerness to go the extra mile
Resourcefulness and creative thinking
Adaptable to learn new processes, concepts, and skills
Computer savvy, technologically capable
Ability to work in a fast paced deadline driven environment
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $21.80 and information on benefits is here
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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