Technical Support Representative

About the Company

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 738,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Remote Technical Support Representative. This is an entry-level position perfect for individuals eager to start their career in IT support, providing essential assistance to our clients and users. You will be the first point of contact for technical inquiries, troubleshooting issues, and ensuring a seamless user experience. This role is 100% remote, offering the flexibility to work from your home office in Wollongong, New South Wales.

Key Responsibilities

• Provide first-level technical support via phone, email, and chat for software, hardware, and network-related issues.
• Diagnose and resolve basic technical problems, escalating complex issues to higher-level support teams when necessary.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Guide users through step-by-step solutions and provide clear, concise instructions.
• Maintain a high level of customer satisfaction through professional and empathetic communication.
• Identify and report common technical trends and suggest improvements to processes or documentation.
• Stay updated on product knowledge, technical changes, and best practices in IT support.

Required Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Basic understanding of operating systems (Windows, macOS), common software applications, and network fundamentals.
• Ability to learn new technologies quickly and adapt to changing environments.
• Exceptional customer service orientation with a patient and professional demeanor.
• Self-motivated with the ability to work independently and manage time effectively in a remote setting.

Preferred Qualifications

• Prior experience in a customer service role (any industry).
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk).
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
• Experience with remote diagnostic tools.

Perks & Benefits

• Competitive salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible work arrangements.
• Home office setup stipend and internet allowance.
• Extensive training and professional development opportunities.
• Access to a global network of experts and resources.
• Employee assistance program and wellness initiatives.
• Career progression opportunities within a leading global company.

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