IT Customer Service Associate

Job Description

In this role of IT Customer Service Associate at Accenture, you will be responsible for providing quality customer service to end users, which drives customer experience and key metrics. Your main responsibilities will include assisting agents with questions, providing coaching and guidance on handling customers, resolving queries, and fostering positive relationships with customers, clients, and internal stakeholders. You will also be expected to innovate by identifying and recommending process improvements, maintaining awareness of clients business operational activities, and communicating relevant information to Team Leads. This position will be based in Hyderabad Client office, and you must be flexible to work in Night shifts between 8 PM (IST) - 4.00 AM (IST), including weekends and holidays.Key Responsibilities:- Provide quality customer service to end users- Assist agents with questions and best practices- Provide coaching and guidance on handling customers and resolving queries- Innovate by identifying and recommending process improvements- Maintain awareness of clients business operational activities- Communicate relevant information to Team Leads- Escalate issues or complex delivery items- Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces- Understanding of priority/severity frameworks and classification schemas- Experience in QA testing, triage, bug reproduction, or labeling workflows- Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.)Qualifications Required:- Any Graduation- 3 to 5 years of experienceAbout Accenture:Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With unmatched experience and specialized skills across more than 40 industries, Accenture offers Strategy and Consulting, Technology and Operations services, and Accenture Song, all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers In this role of IT Customer Service Associate at Accenture, you will be responsible for providing quality customer service to end users, which drives customer experience and key metrics. Your main responsibilities will include assisting agents with questions, providing coaching and guidance on handling customers, resolving queries, and fostering positive relationships with customers, clients, and internal stakeholders. You will also be expected to innovate by identifying and recommending process improvements, maintaining awareness of clients business operational activities, and communicating relevant information to Team Leads. This position will be based in Hyderabad Client office, and you must be flexible to work in Night shifts between 8 PM (IST) - 4.00 AM (IST), including weekends and holidays.Key Responsibilities:- Provide quality customer service to end users- Assist agents with questions and best practices- Provide coaching and guidance on handling customers and resolving queries- Innovate by identifying and recommending process improvements- Maintain awareness of clients business operational activities- Communicate relevant information to Team Leads- Escalate issues or complex delivery items- Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces- Understanding of priority/severity frameworks and classification schemas- Experience in QA testing, triage, bug reproduction, or labeling workflows- Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.)Qualifications Required:- Any Graduation- 3 to 5 years of experienceAbout Accenture:Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With unmatched experience and specialized skills across more than 40 industries, Accenture offers Strategy and Consulting, Technology and Operations services, and Accenture Song, all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers

Keyskills :
QA TestingSMEService Desk NonVoice SupportQuality Customer ServiceProcess Improvements