Customer Contact Comms Analyst-Messaging

Customer Contact Comms Analyst-Messaging

Skill required: Chat - Service Desk Non-Voice Support
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 Senior Learning Admin Chat Support Analyst is a more advanced individual contributor and Subject Matter Expert (SME) for the Client Tier 1.5 chat support function. In addition to handling complex learner chats and learning admin transactions, the role owns quality, floor support, coaching of associates, and knowledge management, ensuring consistent domain accuracy and communication standards across the chat • 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: 3+ years overall with minimum 1.5 years on an LMS learning admin environment; prior chatsupport-desk experience preferred.
Roles and Responsibilities: • Advanced Query Handling • • Handle complex and escalated learner queries over chat that require deeper learning-admin knowledge and judgement. • • Act as SME point of contact for the chat team on functional and process clarifications. • • Manage largerscale and timesensitive learning admin transactions (bulk enrolments, program roster setup, completion and reporting validations). • Quality, Coaching & Knowledge Management • • Perform quality monitoring and audits of chat interactions; provide feedback to improve typing accuracy, tone, and domain correctness. • • Provide floor support, coaching, and training to associates, and accelerate readiness of new joiners. • • Own and maintain SOPs, DTPs, FAQs, and knowledge articles; drive updates based on recurring query trends. • • Identify repeat issues and opportunities and support automationself-service improvements. • Reporting & Continuous Improvement • • Generate and analyse reports on chat volumes, completions, participation, and quality; surface insights to the Team Lead. • • Escalate potential serious highimpact issues promptly and contribute to Continuous Improvement initiatives.