Product Support Associate

Solekai Systems Corp Atlanta , GA 30301

Posted 2 months ago

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


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Product Support Analyst

Instacart

Posted Yesterday

VIEW JOBS 5/29/2020 12:00:00 AM 2020-08-27T00:00 OVERVIEW Compiles data around the specific areas in the company's product domains. The PSA will draw conclusions from this data, which product designers and engineers will use when creating new versions of the product. This PSA will also be looking for data trends that point to needed improvements in new versions of application updates including certain feature requests. ABOUT THE JOB * Analyze monthly data/reports and conducts data investigations/validations to help with product improvements * Takes accountability and ownership of assigned projects * Work on product developments and enhancements for better quality control and efficient processing * Responsible for all aspects of Care Readiness and lead meetings with partners to track development progress and address any obstacles for assigned Product Domain launches. * Create detailed reports on findings of data trends that point to product improvement needs. * Actively participate in Bug Triaging, communicating ongoing problems and fixes internally to Product Support Manager, Product Managers, Product Operations partners and engineering. * Work under tight deadlines related to groups role in production process * Lead meetings with division stakeholders to track development progress and address any obstacles * Documents all pertinent end user identification information including nature of problem ABOUT YOU * Ability to define detailed project plans and meet tight deadlines as well as work under defined deadlines * High level of comfort creating dashboards in JIRA * Independent, self-starter with ability to effectively prioritize competing deliverables * Detail-oriented and strong analytical and organizational skills * Strong written and verbal communication skills * Strong critical thinking skills * Skilled in Zendesk, Jira, Google Suite * SQL (preferred, but not required) * Ability to be flexible in work schedule Instacart Atlanta GA

Product Support Associate

Solekai Systems Corp