Escalation Support Representative (Duty Manager) | Work on shifts

Job Summary:

Escalation Support Representative (Duty Manager) supports a major client’s escalation processing through professional communications and issue resolutions. Escalation Support Representative (Duty Manager) receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Escalation Support Representative (Duty Manager) supports quality assurance efforts and process improvement.

Responsibilities:

• Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.

• Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.

• Capture escalations in a tracking log making sure they are completely documented and successfully resolved.

• Central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.

• Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.

• Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership

• Provide Customer with resolution in line with agreed KPI’s and/or SLAs.

• Root cause analysis.

Qualifications:

• 1+ year of experience in the field of customer service/support.

• Fluency in English language.

• Previous logistics experience is an advantage.

• Continuous attention to detail and quality.

• Excellent verbal, written and interpersonal communication skills.

Working hours:

6:00-15:00

14:00-23:00

22:00-6:00

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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