Product Support New Associate

Accenture - San Francisco, CA4.0

Full-timeEstimated: $42,000 - $56,000 a year
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 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.

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.

The objective of the Product Support Associate is to provide world class customer contact and technical support to ensure users get the most out of their product experience. This role encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support. Associates are also responsible for working closely with the client to create product issue tickets as well as process-improving recommendations.

Responsibilities May Include:
Improve the strategy for customer care and overall experience for the millions of users of client’s products by identifying and documenting recommendations to the client
Influence the development of client’s products by reporting enhancement requests received from customers regarding hardware, features, etc.
Provide reactive technical support to customers through video, phone, chat and email channels
Coach and educate users about client’s top consumer products and their key features (cloud knowledge)
Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
Communicate bug fixes and new product enhancements to customers
Ability to work flexible hours as required, including weekends and holidays

Expected Outputs:
Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
Develop relationships with customers over time through multiple engagements
Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations
Submit high-quality questions or suggestions to the team lead, the supervisor or the client in order to influence and drive program improvements
Review quality feedback with supervisor
Follow proper diagnosing and escalation procedures

Basic Qualifications:
Minimum of 6 months of experience in a customer support role

Preferred Qualifications:
1 year of experience troubleshooting and resolving technical problems individually and in a team environment
Experience handling most popular Google products including: Gmail, Calendar, Drive and Docs
Associates Degree
Ability to type 40 words per minute
Excellent verbal, written, and interpersonal communication skills in English
Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)

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.