Product Support Associate
San Francisco, CA

Job Description

Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies for Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.

As an Accenture Flex employee, you will receive competitive rewards, access to benefits programs and world-class learning resources, while gaining job experience with one of the world's leading professional services organizations.

The objective of the Product Support Associate is to provide world class customer contact and technical support to ensure users get the most out of their product experience. This role encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support. Associates are also responsible for working closely with the client to create product issue tickets as well as process-improving recommendations.

Responsibilities May Include:

* Improve the strategy for customer care and overall experience for the millions of users of client's products by identifying and documenting recommendations to the client
* Influence the development of client's products by reporting enhancement requests received from customers regarding hardware, features, etc.
* Provide reactive technical support to customers through video, phone, chat and email channels
* Coach and educate users about client's top consumer products and their key features
* Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
* Communicate bug fixes and new product enhancements to customers

Expected Outputs:

* Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
* Develop relationships with customers over time through multiple engagements
* Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations
* Submit high-quality questions or suggestions to the team lead, the supervisor or the client in order to influence and drive program improvements
* Review quality feedback with supervisor
* Follow proper diagnosing and escalation procedures