App Technical Support Associate with Spanish

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Employer: Accenture
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Updated at: 20.01.2022
    Short company description

    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.


    Preferred Skills and Proficiency Expectations:

    Customer Interaction Handling
    Problem Solving & Escalation Management
    Data Quality
    Service Level Agreement understanding/handling
    Organization skills, attention to detail and follow through to resolve any outstanding issues
    Good technical aptitude with an ability to learn quickly
    Fluent in Spanish language and at least Upper Intermediate English
    Time management and administrative skills
    Written and verbal communication skills: manages internal communications and external/client communications
    Discretion, professionalism, confidentiality and judgment.
    Computer literacy and working knowledge of Microsoft Office
    Ability to operate office equipment (. printer, phone, photocopier, etc.)
    Team player with interpersonal and conflict management skills
    Self-Motivated, positive attitude and approach.
    Flexibility to take on additional responsibility and tasks when required


    Key Responsibilities:

    Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
    Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
    Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
    Develops and maintains knowledge of customer specific business environment
    Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
    Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training