Product Support Analyst (10295827_San Jose)
Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on [Register to View] and [Register to View] lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.
As a Product Support Analyst, you will act as the first line of technical support and general inquires for customers. You assist customers to resolve their inquires fully in a timely manner.
Day-to-day responsibilities may include, but are not limited to:
Document and update relevant case information
Troubleshoot consumer inquiries with the intent of resolution by taking ownership of the case, no matter the inquiry
Assist users with order processing, general inquiries, and technical inquiry via phone, email, and/or chat
Respond appropriately to customer or internal escalations and work with others agents to resolve or properly close tickets
Responsible for following the direction of management and providing feedback
Triage the email support queue for routing to partner, as needed
Manage an individual ticket queue
Make outgoing calls as needed
Openness to work flexible hours as required (may include evenings, weekends and/or holidays)
File bugs on emerging issues
Create knowledge base documentation
Provide excellent customer service
High School Diploma or GED Equivalent
Minimum of 6 months experience of professional or military experience
Experience with troubleshooting hardware devices running Android OS.
Familiarity aptitude with Chrome OS, Android, Pixel, Play, and or Google Applications including Drive, Gmail, and Calendar .
Strong knowledge of Android OS and mobile device connectivity.
Knowledge of operating systems Android, Windows, OSX, Chrome OS
Experience troubleshooting wireless standards 3G, 4G, WiFi, BT, SSO, VPN, LTE
Familiarity in browser, mobile apps technology, and apps digital content management.
Familiarity pulling and translating logs from terminals.
Familiarity managing computer OS processes Plug ins, Extensions, Memory management.
Background with different internet apps, protocols i.e. HTTP technologies.
Excellent teamwork skills.
Aptitude to learn new hardware software quickly.
Experience with CRM systems preferred but not required.
Must be fully vaccinated
As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the expected starting pay for this role is $24.24 per hour and [Register to View]
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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For details, view a copy of the [Register to View] .
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 [Register to View] , send us an [Register to View] or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.