Technical Customer Support Agent - German, Dublin, Accenture

Published 2022-09-28
Expires 2022-10-28
ID #1189325380
Technical Customer Support Agent - German, Dublin, Accenture
Ireland, Dublin, Dublin,
Published September 28, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Technical customer support agent - german

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Our mission is to provide the ultimate support experience through best-in-class service and innovative solutions, to allow partners to learn, grow and engage with the content aggregator. 
As a Technical Customer Support Agent, you will provide a combination of high touch & scaled transactional support to eligible partners and educate them on how to use the product, abide by Terms of Use, answer rights management questions, as well as troubleshooting technical issues. You will identify top issues, root cause analysis and resolution. You will also achieve operational efficiency towards reactive support. 
Roles and Responsibilities
● Support partners in a range of topics (video uploads, channel management, monetization, analytics and any product technical issues) with emphasis on high user satisfaction and quality
● Provide education on supported devices, new features and product updates
● Troubleshoot and help resolve technical issues in a friendly and accurate manner
● Collaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issues
● Flag trends and potential global technical issues
● Escalate issues providing all the relevant information when required striving to resolve them in a timely manner
Required Skills/Competencies/Experience
● High school degree completed
● Fluency in English plus excellent native-level written and verbal communication skills in language of support (German)
● 2 years’ experience in customer support German language (chat, voice, email) working directly with consumers (B2C)
● Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
● Excellent communicator:  
o Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
o Ability to grasp complex and technical concepts and communicate them to a non technical audience in a friendly and easy to understand format
● Demonstrates speed, agility, critical-thinking and problem-solving skills
● Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt changes 
● Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
● Significant attention to detail
● Team player with ability to work in a fast-paced, collaborative and constantly evolving environment
● Strong work ethic and ability to work with minimal supervision

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    Science (from Latin scientia, meaning "knowledge") is a systematic enterprise that builds and organizes knowledge in the form of testable explanations and predictions about the universe. Contemporary science is typically subdivided into the natural sciences, which study the material universe; the social sciences, which study people and societies; and the formal sciences, which study logic and mathematics. The formal sciences are often excluded as they do not depend on empirical observations. Disciplines which use science, like engineering and medicine, may also be considered to be applied sciences. Definitions of science and its more fundamental problems are discussed in the philosophy of science.

    Dublin (, locally ; Irish: Baile Átha Cliath [ˈbˠalʲə aːhə ˈclʲiə; ˌbʲlʲaː ˈclʲiə]) is the capital and largest city of Ireland. Situated on a bay on the east coast, at the mouth of the River Liffey, it lies within the province of Leinster. It is bordered on the south by the Dublin Mountains, a part of the Wicklow Mountains range. It has an urban area population of 1,173,179, while the population of the Dublin Region (formerly County Dublin) as of 2016 was 1,347,359. The population of the Greater Dublin Area was 1,904,806 per the 2016 census.There is archaeological debate regarding precisely where Dublin was established by the Gaels in or before the 7th century AD. Later expanded as a Viking settlement, the Kingdom of Dublin, the city became Ireland's principal settlement following the Norman invasion. The city expanded rapidly from the 17th century and was briefly the second largest city in the British Empire before the Acts of Union in 1800. Following the partition of Ireland in 1922, Dublin became the capital of the Irish Free State, later renamed Ireland. Dublin is a historical and contemporary centre for education, the arts, administration and industry. As of 2018 the city was listed by the Globalization and World Cities Research Network (GaWC) as a global city, with a ranking of "Alpha −", which places it amongst the top thirty cities in the world.

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