Customer Support & Assistance - English - CL13

Position:Customer Support & Assistance - English - CL13

Location: 100% in office

​Office location: Sandyford, D18

Contract: Full-time role 40 hours per week (For internal applicants, the type of contract will remain unchanged)

Work Hours:24/7: rotational shifts from 7am-10pm (weekend and bank holiday shifts included).

If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts and your employment may be terminated, if you are unable to do so.

**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.

The Associate is responsible for the following: 

• The main responsibility of this role is to provide customer support through chat, email, and phone 

• Expected knowledge and usage of social media apps with an understanding of new features and launches 

• Identify edge-case scenarios or high-risk situations (e.g., fraud, harassment, access, troubleshooting) and escalate them to specialized teams or where necessary 

• Excellent written communication skills, capable of delivering difficult policy decisions maintaining Client's brand tone of voice 

• 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 

WHY ACCENTURE

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

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.Click here

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us ataccessIErecruitment@accenture.com

Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.

Basic Qualifications:

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

• High School Diploma or GED 

• Minimum of 1 year of experience with customer support/product technical support  

• Active account on social media

• Active user of social media services 

• Customer service experience preferred

Preferred Qualifications: 

• Minimum of +1 years experience in customer service/ customer support 

• Bachelor’s Degree 

• Online advertising experience 

• Experience using social media 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 

About Accenture

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