Accenture Hiring For Service Desk Voice Support at Gurgaon, Haryana Full Time

Job Description

About Accenture: Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Project Role :SW/Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Management Level :12

Work Experience :1-2.5 years

Work location :Gurugram

Must Have Skills : Service Desk Voice Support

Good To Have Skills : Service Desk Management

Job Requirements :
Key Responsibilities : Quality Analyst Proficiency required a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents b: Act as a subject matter expert for the line of business assigned c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e: Generate reports specifically on the status of quality initiative implementation

Technical Experience : a: Good knowledge about ITSM lifecycle and ITIL framework b: Good knowledge about internal quality process. c: Knowledge about Calibration d: Ability to provide effective feedback and coaching to improve individual and process level quality e: Demonstrate flexibility to meet client requirements f: One to two years of experience g: Minimum one year of experience as a Quality Analyst

Professional Attributes: a: Excellent communication skills with neutral accent b: Excellent written communication skills with email etiquette c: Analytical skills with attention to detail and experience analyzing large sets of data in Excel

Educational Qualification: a: Bachelors degree

Additional Information: a: 4/7 support b: Shift, week off based on roster c: 5 day working/week e: 9:30hr shift, 1hr break

Qualifications

15 years of full time education