Skill required: Next Generation Customer Operations - IT Troubleshooting
Designation: Business Advisory Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? • You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. • You will also be responsible for closing the fault and complaints within SLA s. • The Team Lead role is to manage a team of agents to deliver high quality customer service performance and proactive issue resolution • 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? • Primary skill - IT Troubleshooting - P1 • Preferably practical analytical problem-solving skills through analysis • Customer service experience and experience working in a social media environment required • Ability to work on own initiatives while in a team environment having a business and client impacts • Ability to work rotating shifts as directed by their team and is subject to change • Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling or annotation user interfaces. • Understanding of priority or severity frameworks and classification schemas.
Roles and Responsibilities: • Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team • Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators • Provide guidance escalation handling agent support and performance management • Ability to deep dive on targets gaps and perform root cause analysis on teams performance • Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves • Handle escalations provide coaching and address real time questions to ensure customer service is top priority • Drive overall performance?of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results • Be accountable for the teams performance with key performance indicators that will be measured and reported daily • Experience in QA testing, triage, bug reproduction, or labeling workflows. • Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).

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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