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Job Description:

Organization: Public Service
Location: Rosslyn, VA

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.


Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition. Most of our people in Services are based long-term at a client location, an Accenture Delivery Centre or, in some cases, an Accenture office.


People within the Client Operations workgroup are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Client Operations is where the majority of Services people reside and, typically, people in the workgroup are based permanently at a client location.


Customer Support Specialists (CSS) are the front line contact with the user community. The Customer Support Specialists report to the Team Lead for the assigned shift and the overall CSD Lead. Customer Support Specialists are responsible for responding to requests about software applications from the client. Customer Support Specialists gather all necessary information to resolve the user’s problem/request during this initial contact with the user. Customer Support Specialists also answer “how to” questions and solve application problems that do not require an extensive time commitment (generally less than 15 minutes). They are also responsible for escalating problems that cannot be solved at a CSS level.


Responsibilities include:

• Customer Service excellence
• Adherence to Application Support Policies and Procedures
• Receiving calls, emails, and logging tickets
• Ticket Follow-up
• Resolve and Close Tickets
• Production Support
• Team responsibility
• Development of Personal knowledge base
• Participate in all Training
• Positive work ethic
• 2nd shift work hours, 3:00pm-midnight Sunday through Thursday

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About Accenture:

Accenture is a global management consulting, technology services and outsourcing company. The main reason people choose a career at Accenture is because of the work we do. With many of the word’s leading companies as our clients—including 91 of the Fortune Global 100, two-thirds of the Fortune Global 500 and government agencies around the world—every project we undertake is helping shape the future of business, government and society.

Another reason to join Accenture is because our people enjoy working here. Join Accenture and you will work in a dynamic environment, teaming with motivated people that make ideas happen. We have an extremely diverse workforce, but are united by a common culture. We promote an inclusive, collaborative and entrepreneurial environment where people use teamwork, respect and trust to achieve goals.

You’ll find the flexibility that helps you strike the right balance between your work and personal life. And you’ll have access to a renowned training program throughout your career to support your career development and stay at the top of your game. We offer around 80 more training hours than our competitors—in 2006 alone we invested nearly $700 million in training and provided an average of 75 hours of training per person.

With 152,000 employees in 49 countries, we bring together the unique experiences and perspectives of a diverse workforce to help clients become high-performance businesses. In other words, we help them become more successful in every part of their business, from strategic planning to day-to-day operations. This includes helping them identify and enter new markets, increase revenues in existing markets, and deliver their products and services more effectively and efficiently.
The sheer scale of our technology capabilities and client engagements differentiates what we do from most other companies. Many of our clients are global organizations, so we build systems that operate across several countries and even continents—creating the digital infrastructure of business today. We know better than most how to mobilize the right people, skills, alliances, and technologies to deliver innovation and results that create high-performance businesses.

Visit our website to learn more about Accenture and all of our career opportunities.www.uscareers.accenture.com

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