IT Customer Service Representative

IT Customer Service Representative

Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.

Accenture in the Philippines is a pioneer in Accenture's global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture's global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients' challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

As IT Customer Service Representative, you will manage the delivery of IT production systems and services. Your typical day will involve driving incident management, addressing issues, and overseeing outage management while ensuring effective investigation and restoration processes are in place. You will collaborate with various teams to enhance service delivery and support the overall operational efficiency of the organization.

Roles & Responsibilities:

• Expected to be an SME.
• Collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Facilitate training sessions to enhance team skills and knowledge.
• Monitor team performance and provide constructive feedback to ensure continuous improvement.
• Develop and implement strategies to improve customer satisfaction and service delivery.

Here's what you'll need:

• The candidate should have minimum 3 years of experience in Customer Technical Support.
• Required Skill: Expert proficiency in Customer Technical Support.
• Additional Good To Have Skills: Experience with Training and Performance Support.
• Strong problem-solving skills to address customer inquiries effectively.
• Excellent communication skills to interact with diverse teams and clients.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with IT service management tools and methodologies.

What's in it for you?

• You will be part of Accenture's growing community of technology professionals, continually expanding to provide the best services to our clients.
• At Accenture, you will be working on innovative projects, while being exposed to the latest emerging technologies and industry best-practices.
• We offer trainings and development programs and courses to help you grow your own tech stack and certifications.

What we believe:

All our leaders are committed to building a better, stronger, and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world's leading businesses, organizations, and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

Accenture is committed to providing equal employment opportunities for persons with disabilities. Please let your recruiter know if you require reasonable accommodation to enable your participation in the recruitment process, they will be happy to assist you.