VIP Customer Service Representative

Job description

Career Track: Client Delivery & Operations
Role: VIP Customer Service Representative
Location: This role is based in an Accenture office, with remote management, ability to work from home some days, and limited travel to regional offices.

Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients’ move ahead of the competition.

The Services workforce is made up of four groups: Client Operations, Project Based, Delivery Centers and BPO Businesses. Most of our people in Services are based long-term at a client location, an Accenture Delivery Center or, in some cases, an Accenture office. This role is based in an Accenture office, with remote management, ability to work from home some days, and limited travel to regional offices.

Job Description :

This role represents an opportunity to become part of a support team providing an enhanced level of IT service and support to our executive leadership team. An ideal candidate would possess strong, professional customer service and communication skills with an aptitude to remain calm and courteous under pressure. The candidate must be resourceful and be able to anticipate needs and solutions. The person should be passionate about customer service and technology. The individual will communicate directly both virtually and in person with leadership team members and staff. The role is expected to own support processes and procedures to effectively collaborate, inform, solve, and communicate with all resources involved and impacted with work being performed. The person should be able to provide direct technology support through hands on and remote service as well as working with other individuals to resolve any technology issues. The individual will work directly with the current support team to develop reporting and trending to enhance levels of service. The person is expected to engage with product teams to understand upcoming products and services and their impacts to the leadership team. In addition to daily technical support, the person in this role should able to able to support events both in offices and offsite. Event support can include but not limited to liaison with vendors, AV setup and support, video conferencing setup and support, networking design and support, production services and general technical support including but not limited to PCs, Macs, Mobile devices Android, iOS and Windows.

Role Responsibilities:
· Explore new technologies and make suggestions for implementation and improvements
· Participate in a highly collaborative environment to plan and implement backup solutions for technologies, share knowledge and demonstrate various technologies
· Application and adherence to current CIO LTS processes and procedures Liaise with vendors to engage supplemental or back up equipment services as needed
· Balance empathy and analytical skill while working toward issue resolution under pressure
· Overall professionalism is critical in appearance, demeanor and response
· Experience and ability to troubleshoot existing and new technologies in local office including but not limited to Cyviz, Video Conferencing equipment, Surface Hubs, Projectors, Video Cameras, Mobile devices, Workstation PC and Mac, Networking & VLANs
· Emerging and experimental technologies
· The role will require travel within assigned city to external venues as well as other Special Events domestic and international
· Work hours may fluctuate to support events extend work days, may include weekends.

Desired profile

Qualifications :

Basic Qualifications:

• Minimum of 2 years of experience with Workstation hardware and software support
• Minimum of 2 years of experience with IT Service & AV with end-to-end planning
• Minimum of 2 years of experience with Special Events, Trade Shows & Industry Workshops

Preferred Skills:

• Experience as a Team Lead
• Project Management Skills
• Finance Management (Operational & Capital Budget Planning and Forecasting)
• Knowledge of Managed Services
• SLA Definition and Tracking
• Customer and Client Satisfaction Management
• Digital campaigns
• Trade shows, regional summit, regional seminar, industry workshops

Professional Skill Requirements:

• Excellent customer service skills
• Desire to know about, work in, and provide IT support
• Excellent communication skills, including the ability to communicate to all levels of client personnel
• Ability to remain calm and courteous in challenging situations
• Ability to honor commitments and deadlines on assigned tasks.
• Ability to prioritize tasks and complete assignments in a timely manner.
• Ability to foster a teamwork and collaboration environment
• Excellent problem solving skills (Issue Identification Analysis and Solving)

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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.