Customer Support Agent - English (CL13)

Accenture; Dublin; Hybrid; EUR 38,000 - 52,000; Full time

Job summary

Accenture is seeking a Product Support Agent CL13 - UKI in Sandyford (D18). The role requires providing excellent customer support through chat, email and phone, while developing deep knowledge of a complex product group and prioritizing issues for escalation as needed.

The successful candidate will own tasks end-to-end, distinguish bugs from product confusion, and advise the sales team to achieve the advertisers’ outcomes, delivering a high-end customer experience.

Qualifications

• Minimum of 1 year of experience in customer support or product technical support.
• Active account on Facebook and at least one other social network.
• Experience using Facebook products.

Responsibilities

• Provide customer support via chat, email, and phone.
• Develop deep knowledge within a complex product group.
• Investigate and prioritize advertising issues, escalating as needed.
• Own tasks end-to-end until assigned to a specialist.
• Distinguish product confusion from bugs and advise sales teams.
• Communicate resolutions or workarounds clearly to the sales team.
• Partner with product support specialists to identify solutions.
• Deliver a high-end customer experience related to advertising bugs.

Skills

Communication

Analytical thinking

Problem solving

Teamwork

English proficiency

Education

High School Diploma or GED

Bachelor’s Degree

Job description

General Information

Position: Product Support Agent CL13 - UKI

Location: (WFO 100%) Sandyford, D18

Contract: Full-time role 40 hours per week

Work Hours: Mon/Sun 8am-9pm (7am-8pm daylight saving time) rotation .

Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.

Duties and Responsibilities: The main responsibility of this role is to provide customer support through chat, email, and phone.

• The main responsibility of this role is to provide customer support through chat, email, and phone
• Developing deep knowledge within a complex product group
• Investigate and prioritize advertising issues, escalating to a specialist when appropriate for further troubleshooting or de-bugging.
• Own tasks end-to-end until they are assigned to specialist.
• Discern product confusion from bugs, identify solutions, and advise the sales team advertisers to accomplish the advertisers desired outcome
• Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team
• Partner with product support group specialists to identify solutions to advertising bugs and product confusion
• Facilitate a high-end customer experience related to support for advertising bugs

For internal applicants, the type of contract will remain unchanged.

INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at [e-mail].

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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 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 accenture.com.

#LI-EU

Language(s) Required: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.

• English: fluent - C1

Basic Qualifications:

• High School Diploma or GED
• Minimum of 1 year of experience with customer support/product technical support
• Active account on Facebook and a minimum of one other social network
• Active user of social media services
• Customer service experience

Preferred Qualifications:

• Minimum of +1 years experience in delivery operations
• Bachelor’s Degree
• Online advertising experience
• Experience using Facebook products

Professional Skills

• Excellent oral and written communication skills required
• Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
• Aptitude to support complex products
• Ability to overcome a product learning curve
• Ability to think critically and problem solve
• Ability to work in teams