Accenture Solutions Pvt Ltd
Skill required: IT Help desk - Customer Service Technology Support
Designation: Associate Manager
Job Location: Bengaluru
Qualifications: Any Graduation
Years of Experience: 10-14 years
What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA''s.
You will be working as a part of IT Help desk team assisting in application related technical issues.
You will be responding to the incidents / issues reported by customer predominantly through voice Interaction and through email,web tickets & remote support.
This role is aligned to our Customer Service Technology Support team which works on providing technical assistance on the use of specific systems, software and infrastructure and in troubleshooting of technical problems.
What are we looking for?
We are looking for individuals who have the following skillset:
- Program and Project Management
- Project Management
- Ability to perform under pressure
- Ability to establish strong client relationship
- Ability to handle disputes
- Ability to manage multiple stakeholders
- Ability to meet deadlines
Roles and Responsibilities
- In this role, you need to analyze and solve moderately complex problems
- You will typically be creating new solutions, leveraging and, where needed, adapting existing methods and procedures
- The role requires a clear understanding of the strategic direction set by senior management as it relates to team goals
- You will need to hold monthly meaningful conversations with team members to discuss performance, coaching and feedback, training needs, and career discussions
- You will need to monitor & drive team performance, including throughput and quality as per defined metrics
- Your primary upward interaction is with a direct supervisor or team leads
- You will generally interact with peers and/or management levels with clients or internal stakeholders
- You will be provided with minimal guidance when determining methods and procedures on new assignments
- Decisions that you make often impact the team in which they reside and occasionally impact other teams
- You would be managing medium-small sized teams and/or work efforts at a client or within Accenture.
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