Customer Support for Social Media f/m/d

Customer Support, Social Media –

• Managing and regularly reviewing case queues & following up on open tickets
• Review issue details and analyze, determine and resolve issues for clients
• Providing feedback on trends identified in review
• Diagnosing and solving problems facing multiple clients
• Assisting quality analyst and reporting analyst in driving quality customer care outcomes
• Becoming a subject matter expert in the tools & process
• Providing support and cover for the team lead
• Leveraging user reports corresponding with users pertaining to reported objects and other sources within the online queue
• Answering many different queries through the online queue
• Reviewing user accounts daily to determine whether or not they are spam accounts.
• Ensuring the maintenance of high-quality support and a high degree of professionalism
• Candidate will have access to sensitive user data
• NOTE: In this position, there may be photos and URLs that contain adult or graphic material

 Profile Attributes/ Skills:

• Fluency in both English & German
• Have a passion for social media platforms, services and web technology (consumer of various web and mobile apps)
• Enjoys problem solving and issue resolution on behalf of their customers
• Strong attention to detail essential to ensure the quality of work execution and user experience
• Must be motivated, high energy with the ability to work both independently and part of a team, and take initiative
• Excellent interpersonal and written skills, and ability to communicate clearly, both verbally and via email
• Ability to quickly absorb training on tool functionality
• Experience using search engines to find information on the internet
• Familiar user of social media products
• Excellent time management skills
• Ability to work in multiple tools/web browser windows at one time
• Familiarity with Microsoft Office (mainly excel) for updating progress
• Self-starter that can easily adapt to change (new functionality, changing policies)
• Demonstrated consistent high performance while achieving quality scores and metrics
• Success in this position requires exceptional client service skills; a willingness to experiment
• The ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

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