Customer Contact Comms Associate-Messaging

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. This role acts as the first point of contact for learners over chat, resolving learning administration and Workday 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.

Key Responsibilities

• Record, diagnose, troubleshoot, resolve, or assign incidents and service requests based on the defined scope of support for non-voice interactions like email, web, and chat.
• Manage unplanned interruptions to restore normal service operations as quickly as possible.

Roles and Responsibilities

• Chat Support & Query Resolution
• 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: course launch/access, enrolment, registration, cancellation, rescheduling, completion, and certification discrepancies.
• Maintain accurate chat ticket documentation, notes, and closure details.
• Learning Administration (Tier 1.5)
• Execute learning admin transactions in the LMS: course setup support, user enrolment, roster 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.
• Respond to items in the scheduling/learning mailbox within the agreed timeframes and processes.
• Escalation & Continuous Improvement
• 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

• Primary skill: Service Desk Non-Voice Support
• Skill required: Chat - Service Desk Non-Voice Support

Qualifications

• Any Graduation (B.A, B.Com, B.Sc, B.Tech or equivalent)
• 1 to 3 years in learning administration, service desk, helpdesk, or chat customer support.
• Good in email and chat process.
• Good in typing.