Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
As a Subject Matter Expert, you will provide second level technical and customer support for the resolution of queries raised by Global Tenured Online Specialists.
You will be supporting the business through different channels of communication, liaising with the Training Department and the Quality Team and communicating with the client whenever necessary.
You will be part of a team responsible for updating all communication, internal tools, websites and resources designed to drive excellence across our business.
You will be a high performer with a penchant for technology, operations and products while translating client requirements into solutions that will create value for Accenture and our clients.
Key Duties and Responsibilities:
- Coach and mentor new hire Agents
- Support Team Leader in communicating process and policy changes effectively to operations teams.
- Escalate issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
- Investigate and resolve issues that are reported on Client Platform such as requests for account support and reports of potentially abusive content
- Respond to user inquiries with high quality, speed, empathy, and accuracy. Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support client users
- Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
- Review the reported content within agreed turnaround times and standards of quality
- Meet KPI targets based on role expectations.
Skills and Experience:
- Minimum of 12 months experience as a Subject Matter Expert.
- Target driven, customer focused and have a proven ability to manage and exceed several performance related targets.
- Demonstrate creative problem-solving approach and strong analytical skills.
- Ability to absorb complex technical concepts and communicate them to a non-technical audience.
- Strong collaboration and organization with the ability to work well in teams or equally on own initiative.
- Ability to develop and deliver appropriate training, programs, and systems documentation to support business needs.
- Strong communication skills (oral & written).
- High level of organization and task prioritization.
- Minimum C1 on the German language