Customer Support Agent - English (CL13)

Accenture; Dublin; On-site; EUR 35,000 - 45,000; Full time

Job summary

Accenture is seeking a Product Support Agent CL13 for UKI based in Sandyford, Ireland. The role is a full-time, 40-hour week with shift rotations across 8am-9pm windows and requires English fluency. Sponsorship is not available; a valid full-time work permit is mandatory.

You'll provide customer support via chat, email, and phone, build product knowledge, triage issues, and guide advertisers to resolution while delivering a high-quality customer experience.

Qualifications

• High School Diploma or GED.
• Minimum of 1 year of experience with customer support/product technical support.
• Active user of social media services.
• Customer service experience.

Responsibilities

• Provide customer support through chat, email, and phone.
• Develop deep product knowledge and investigate issues.
• Prioritize advertising issues and escalate when needed.
• Own tasks end-to-end until assigned to a specialist.
• Distinguish product confusion from bugs and advise sales advertisers.
• Communicate resolutions and workarounds clearly to the sales team.
• Collaborate with product support specialists to resolve bugs.
• Ensure a high-end customer experience related to advertising support.

Skills

Excellent communication

Analytical problem solving

Customer service experience

Teamwork

Education

High School Diploma

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 user of social media services
• Customer service experience

Preferred Qualifications

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

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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities