About the Company

Accenture is a global leader in professional services, possessing exceptional capabilities in digital solutions, cloud computing, and cybersecurity. By combining unparalleled experience and specialized expertise across over 40 industries, Accenture provides Strategy and Consulting, Technology, and Operations services, as well as Accenture Song, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our global team of 699,000 professionals delivers on the promise of technology and human innovation every day, serving clients in more than 120 countries. We harness the power of change to generate value and shared success for our clients, employees, shareholders, partners, and communities. Learn more at www.accenture.com.

Job Description

We are seeking a Business Advisory New Associate with a focus on Next Generation Customer Operations – Customer Service Technology.

Responsibilities

• In this role, you will address routine problems by applying established guidelines and precedents.
• Your primary interactions will be with your immediate team and supervisor.
• You will receive detailed instructions for all assigned tasks.
• The decisions you make will impact your individual work and will be closely monitored.
• You will contribute as an individual within a team, focusing on a specific and well-defined scope of work.
• Please note that this position may require working rotational shifts.
• This position serves as the primary point of contact between the client and global vendors, focusing on: Site access requests, dispatching technicians to sites, and managing material receipts/shipments, while adhering rigorously to established processes.
• You will manage client tickets, coordinating and executing site access, material handling, and technician dispatch within specified timeframes (SLO driven).
• Coordinate customer-requested work to be completed by field technicians, ensuring timely completion and proper documentation of all issues and requests in ticketing systems.
• Manage the database for dispatching metro-based field technicians.
• Conduct root cause analysis of operational problems, following defined procedures to implement correct solutions and update relevant tools and documentation.
• Maintain permanent site access lists and portal rosters, coordinating between external vendors and internal business units.
• Document troubleshooting efforts and customer information in the data capture tool as required, transferring calls or promptly notifying the responsible party for resolution.
• Support the preparation and presentation of client reports.
• Manage incident notifications and escalations to ensure effective communication and appropriate management attention for all problems, requests, and issues.
• Demonstrate a thorough understanding of customer needs and maintain high customer satisfaction ratings.

Qualifications

• Any Bachelor’s Degree

Skills

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