Skill required: Next Generation Customer Operations - IT Troubleshooting
Designation: Business Advisory Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • The Labelling workflow involves reviewing and annotating bug reports with predefined labels to • categorize issue types. This requires applying judgment, product subject matter expertise, and • following structured labelling taxonomies and decision trees to ensure quality and minimize • ambiguity. The workflow also includes proactively flagging edge cases or areas of ambiguity to • improve guides and taxonomy • a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market • A form of technology problem solving, often applied to repair failed products or processes on a machine or a system.
What are we looking for? • Interpret and label user-reported issues using product knowledge and judgement to apply the most accurate predefined label. • Follow structured taxonomies and decision trees to ensure consistent, high-quality annotations and minimise ambiguity. • Review and annotate bug reports to achieve at least 95 accuracy in labelling. • Identify and resolve unclear or vague reports, applying subject matter expertise to clarify and categorise them appropriately. • Proactively flag edge cases, label gaps, or ambiguous scenarios to Product Operations Managers for taxonomy or guide improvements.
Roles and Responsibilities: • In this role you are required to solve routine problems, largely through precedent and referral to general guidelines. • Your expected interactions are within your own team and direct supervisor. • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments. • The decisions that you make would impact your own work. • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work. • Please note that this role may require you to work in rotational shifts • Minimum 1 years of experience in technical product labeling or operations • C1 (CEFR) level English proficiency. • Detail-oriented with proven ability to follow guidelines and standard operating procedures. • Ability to effectively adapt to dynamic guidelines and procedure or protocol changes and avoid errors in complex tasks and deliver within SLA. • Strong communication skills, including documentation and collaboration with technical and non-technical teams. • Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling orannotation user interfaces. • Exposure to metrics and dashboard reporting to support data-informed triage. • Understanding of priority and severity frameworks and classification schemas. • Experience in QA testing, triage, bug reproduction, or labeling workflow

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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