IT Customer Service Analyst - Non-Voice Support

IT Customer Service Analyst

Skill required: Email - Service Desk Non-Voice Support
Designation: IT Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
Language - Ability:English(Domestic) - Expert
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. Customer support should have excellent written and spoken English skill. Strong comprehension and analytical skill is mandate to understand customer’s need and provide solution basis of analysis of the account.Ability to multitask and work with multiple tools to provide the best resolution.Functional knowledge of using CRM solution and MS Excel.Domain knowledge of US Customer Service, preferably Telecom industry.Needs to be customer centric with strong conversational skills.Typing speed (Speed – 25 words per minute – 85% accuracy).Sales/Retention/Tech experience would be an added advantage.Willingness to work mainly US shifts in a 24/7 environment with shift rotations 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? Effective Verbal Communications - Ability to verbally engage in a concise manner with stakeholders to share opinions or information to convey meaning, construct shared understanding, or promote action Effective Written Communications - Create, deliver, or exchange concise written documentation with thoughts, opinions, or information to convey meaning, construct shared understanding, or promote action. Provide clear meaning to the audience by using correct grammar, sentence structure, punctuation and style Problem Solving/Issue Resolution - The process of working through the details of a problem to find a solution Reporting Analytics - Prepare management reports and analysis, both recurring and ad-hoc. It focuses on tracking business performance through trusted data and insights while actively managing employee behavior Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts Review the transaction, associated accounts and highlight if unusual activity is indicated as per the defined processes Perform research, verification and analysis of the data and arrive at conclusion Narrate investigation outcome in a specific format for further escalation as appropriate Build on Process & Industry knowledge based on Fraud and Anti Money Laundering trends - Only for TL Achieve the levels of productivity and quality as per the standards, agreed for the process Adhere to Organization Policies and Rules
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts