Customer Contact Comms Associate-Messaging

Customer Contact Comms Associate-Messaging

Skill required: Chat - Service Desk Non-Voice Support
Designation: Customer Contact Comms 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 Chat Support Associate is the primary Doer for the Client Tier 1.5 chat support function. The role acts as the first point of contact for learners over chat, resolving learning administration and Workday LMS-related queries end-to-end with domain accuracy, speed, and professional communication. As a Tier 1.5 role, the Associate also executes select learning admin transactions that would traditionally sit with Tie • Candidate who is good in email and chat process who is good in typing is what is preferred here • Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. • Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Primary skill - Service Desk Non-Voice Support - P1 • • Education: Bachelor s degree (B.A B.Com B.Sc B.Tech or equivalent). • • Experience: 1to3 years in learning administration, service desk, helpdesk, or chatcustomer support.
Roles and Responsibilities: • Chat Support & Query Resolution • • Serve as the first point of contact for learners via chat, delivering timely, accurate, and courteous responses. • • Log, classify, triage, and resolve learner queries within agreed SLA and quality timelines. • • Handle functional and basic technical learning queries course launchaccess, enrolment, registration, cancellation, rescheduling, completion and certification discrepancies. • • Maintain accurate chatticket documentation, notes, and closure details • Learning Administration (Tier 1.5) • • Execute learning admin transactions in the LMS course setup support, user enrolment, roster scheduling updates, and tracking of training completions. • • Perform mass upload and access-related requests where in scope, with high data accuracy. • • Generate and share basic reports on training activity, completions, and participation as required. • • Respond to items in the schedulinglearning mailbox within the agreed timeframes and processes. • Escalation & Continuous Improvement • • Perform basic root cause analysis and isolate issues before escalating complex cases to Tier 2 with complete documentation. • • Use SOPs, FAQs, and knowledge articles for consistent resolution and contribute updates back to the knowledge base. • • Ensure adherence to CSAT, quality, compliance, and audit standards