IT Customer Service Associate

Accenture PLC; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture in Hyderabad invites applications for an IT Customer Service Associate to join our Customer Support vertical. The role focuses on managing and resolving customer queries, handling escalations, and ensuring resolutions within SLA through non-voice channels such as chat and email.

You will work with CRM tools and MS Excel to diagnose issues, record incidents, and provide best-in-class service, aligning with shift rotations in a 24/7 environment to support US customers.

Qualifications

• You will manage and resolve customer queries via non-voice channels within SLA.
• Strong written and verbal English communication is required.
• Experience in CRM tools and MS Excel is beneficial.

Responsibilities

• Handle customer queries, escalations and complaints using chat/email.
• Record incidents and service requests with defined scope.
• Ensure fault closures within SLA and maintain quality interactions.

Skills

Chat - Service Desk Non-Voice Support

Education

Any Graduation

Tools

CRM

MS Excel

Job description

Skill required:

Chat - Service Desk Non-Voice Support

Designation:

IT Customer Service Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 years

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 customers 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.Job requires the candidate to be confident, probe for responses and empathize with customers. 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.Job requires the candidate to be confident, probe for responses and empathize with customers.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

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.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.

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts
  Qualification Any Graduation