Customer Contact Comms Associate

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, they offer Strategy and Consulting, Technology and Operations services, and Accenture Song. Their 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.

About the Role

The Chat Support Associate is the primary Doer for the Client Tier 1.5 chat support function. The role acts as the first point of contact for learners over chat, resolving learning administration and Workday or LMS-related queries end-to-end with domain accuracy, speed, and professional communication. As a Tier 1.5 role, the Associate also executes select learning admin transactions that would traditionally sit with Tier 2.

Key Responsibilities

• Serve as the first point of contact for learners via chat, delivering timely, accurate, and courteous responses.
• Log, classify, triage, and resolve learner queries within agreed SLA and quality timelines.
• Handle functional and basic technical learning queries such as course launch or access, enrolment, registration, cancellation, rescheduling, completion, and certification discrepancies.
• Maintain accurate chat, ticket documentation, notes, and closure details.
• Execute learning admin transactions in the LMS, course setup support, user enrolment, roster or scheduling updates, and tracking of training completions.
• Perform mass upload and access-related requests where in scope, with high data accuracy.
• Generate and share basic reports on training activity, completions, and participation as required.
• Respond to items in the scheduling or learning mailbox within the agreed timeframes and processes.
• Perform basic root-cause analysis and isolate issues before escalating complex cases to Tier 2 with complete documentation.
• Use SOPs, FAQs, and knowledge articles for consistent resolution and contribute updates back to the knowledge base.
• Ensure adherence to CSAT, quality, compliance, and audit standards.

Requirements & Tech Stack

• Chat - Service Desk Non-Voice Support skill required.
• Working knowledge of learning administration and LMS operations (Workday Learning preferred).
• Ticketing, service desk tool experience (ServiceNow preferred).
• MS Office skills (Outlook, Excel, Word).

Qualifications

• Any Graduation (BA, B.com, B.Sc., B.Tech or equivalent).
• 1-3 years in learning administration, service desk, helpdesk, or chat, customer support.
• Strong customer service orientation, attention to detail, and data accuracy.
• Problem-solving, learning agility, and ability to work in an SLA-driven environment.
• Chat handling proficiency; ability to manage learner conversations over chat with high typing speed & accuracy (target: fast, error-free typing with strong grammar & formatting).
• Ability to handle concurrent chat conversations without loss of quality, tone, or accuracy.
• Excellent written communication; clear, concise, grammatically correct, professional & empathetic chat etiquette.
• Strong verbal or voice communication skills (required as this is a client-facing account and resources may need to move between chat, calls, & stakeholder conversations).