Job Description

**SME Customer Service Representative**

CA - San Jose JOB NO. R00069364 **Job Description**

The SME is responsible for the following Assessment of risk mitigation and identifying innovative opportunities with the assigned client product Develop and maintain internal and external communications within the scope of services to manage escalation support for Issue resolution and customer escalations Ensuring maintenance delivery of client product documentation, processes, etc. Support for training on newly launched products, quality assessment of new trainees, additional backend products, refresher trainings, etc.. Supporting client product teams in development of training content by providing specific product and process knowledge for client to draft and finalize training materials. Supporting product team to ensure deliverables are met and identify opportunities for operational maturity and process efficiencies. Exercises consistent judgment and discretion with work

**Qualifications**

Professional Skill Requirements Excellent communication written and oral and interpersonal skills Demonstrated skills as an effective leader and instructor. Proven ability to work creatively and analytically in a problem solving environment Proven ability to work and collaborate in a team oriented environment Desire to work in an information systems environment Basic Qualifications High School Diploma or GED Minimum of 2 3 years experience in delivery operations Expertise in client product support Experience in a quality control environment. Strong technical and numerical skills with advanced Excel skills pivot table, charts, statistical functions . Working in a reporting environment, with proven ability to deliver high quality accurate reports within demanding timescales. Knowledge of all operational processes and Sales Policy as to assist GPS agents and the client with clarification daily. Active account on Facebook and a minimum of one other social network Active user of social media services Preferred Qualifications Bachelor s Degree Online advertising experience Experience using Facebook products Customer service experience

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*Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.*

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