IT Customer Service Analyst

Job Description

Role Overview:As an IT Customer Service Analyst at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide the best resolutions within SLAs. Your role will involve interacting with dissatisfied customers, demonstrating excellent written and spoken English skills, comprehension, and analytical abilities. You will need to multitask, utilize various tools, and exhibit strong conversational skills to empathize with customers and provide solutions. Additionally, familiarity with CRM solutions and MS Excel, along with domain knowledge of US Customer Service, preferably in the Telecom industry, will be beneficial. The job may require you to work mainly in US shifts in a 24/7 environment with shift rotations.Key Responsibilities:- Manage and resolve customer queries, escalations, and complaints- Close faults and complaints within SLAs- Exhibit excellent written and spoken English skills- Demonstrate strong comprehension and analytical abilities- Multitask and work with multiple tools to provide optimal resolutions- Utilize CRM solutions and MS Excel effectively- Possess domain knowledge of US Customer Service, preferably Telecom industry- Be customer-centric with strong conversational skills- Maintain a typing speed of 25 words per minute with 85% accuracy- Prior sales/retention/tech experience would be advantageous- Record, diagnose, troubleshoot, resolve, or assign incidents and service requests- Manage unplanned interruptions to restore normal service operations promptly for non-voice interactions like email, web, and chatQualifications Required:- Any Graduation- 3 to 5 years of experience- Confidence, probing skills, and empathy towards customers- Ability to work in rotational shifts(Note: The additional details about Accenture have been omitted as they were not directly related to the job role.) Role Overview:As an IT Customer Service Analyst at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide the best resolutions within SLAs. Your role will involve interacting with dissatisfied customers, demonstrating excellent written and spoken English skills, comprehension, and analytical abilities. You will need to multitask, utilize various tools, and exhibit strong conversational skills to empathize with customers and provide solutions. Additionally, familiarity with CRM solutions and MS Excel, along with domain knowledge of US Customer Service, preferably in the Telecom industry, will be beneficial. The job may require you to work mainly in US shifts in a 24/7 environment with shift rotations.Key Responsibilities:- Manage and resolve customer queries, escalations, and complaints- Close faults and complaints within SLAs- Exhibit excellent written and spoken English skills- Demonstrate strong comprehension and analytical abilities- Multitask and work with multiple tools to provide optimal resolutions- Utilize CRM solutions and MS Excel effectively- Possess domain knowledge of US Customer Service, preferably Telecom industry- Be customer-centric with strong conversational skills- Maintain a typing speed of 25 words per minute with 85% accuracy- Prior sales/retention/tech experience would be advantageous- Record, diagnose, troubleshoot, resolve, or assign incidents and service requests- Manage unplanned interruptions to restore normal service operations promptly for non-voice interactions like email, web, and chatQualifications Required:- Any Graduation- 3 to 5 years of experience- Confidence, probing skills, and empathy towards customers- Ability to work in rotational shifts(Note: The additional details about Accenture have been omitted as they were not directly related to the job role.)

Keyskills :
Customer SupportEnglishAnalytical SkillsMS ExcelTyping SpeedSalesRetentionChatService Desk NonVoice SupportCRM SolutionUS Customer ServiceTelecom Industry Knowledge