Customer Support Agent - English (cl13)

Product Support Agent CL13 - UKI

Position: Product Support Agent CL13 - UKI

Location: Sandyford, D18

Contract: Full-time role 40 hours per week

Work Hours: Mon/Sun 8am-9pm (7am-8pm daylight saving time rotation)

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.
• 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

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.

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 account on Facebook and a minimum of one other social network
• 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
• Experience using Facebook 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

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.

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, military veteran status, sexual orientation, gender identity or expression, genetic information, 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.