SME

Job description

Responsibilities
· Manage and regularly review case queues & follow-up on open tickets
· Review issue details and analyze, determine and resolve issues for clients
· Provide feedback on trends identified in review
· Have a passion for social media platforms and services
· Love resolving issues for your customers
· Ability to diagnose and solve problems facing multiple clients
· Assisting the 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

Profile Attributes
· Experienced at using search engines to find information on the internet
· Familiar with and user of social media products
· Excellent work pacing (time management) skills, able to work independently
· Attention to detail is essential to ensure the quality of work execution
· Able to work in multiple tools/web browser windows at one time
· Motivated, takes initiative, high energy
· Familiar with MS office (mainly excel) for updating progress
· Excellent Interpersonal & Written Skills
· Fluent English speaker
· Self-starter, can easily adapt to change (new functionality, changing policies)
· Good problem solving abilities
· Demonstrated consistent high performance while achieving quality scores and metrics

Desired profile

Qualifications :

Qualifications


Basic Qualifications

·  BA or equivalent work experience
·  1+ years of work experience with computer operations processes
·  2+ years of work experience in a Service Desk or Call Center
·  2+ years customer service-related work experience
·  2+ years of Service Desk Operations experience
·  Fluent in English
·  High energy, passion, and a good sense of humor

Preferred Qualifications
·  2 years' experience in finance/ SME roles
·  Superior analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, dynamic environment
·  ACAMS certified
·  Familiarity and passion for Social Media
·  Willingness to teach new processes
·  Willingness to work with sensitive, adult, and controversial content
·  Experience in training, mentoring, or teaching
·  Results & detail-oriented
·  Strong communication/organizational skills
·  Demonstrated leadership in professional setting; either military or civilian
·  Demonstrated teamwork and collaboration in a professional setting; either military or civilian
·  Strong Microsoft Office, internet, and computer skills.

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. This Role is a permanent contract.

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 .