SME - Subject Matter Expert - Spanish Lisboa

SME - Subject Matter Expert - Spanish
Lisboa
Lisboa, Lisboa, Portugal

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Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.

As a Subject Matter Expert, you will provide second level technical and customer support for the resolution of queries raised by Global Tenured Online Specialists.

You will support the business through different communication channels, liaise with the Training Department and the Quality Team, and communicate with clients when necessary.

You will be part of a team responsible for updating all communication, internal tools, websites, and resources designed to drive excellence across our business.

You will be a high performer with a penchant for technology, operations, and products, translating client requirements into solutions that create value for Accenture and its clients.

Key Duties and Responsibilities:

• Coach and mentor new hire Agents
• Support Team Leader in communicating process and policy changes effectively to operations teams
• Escalate issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
• Investigate and resolve issues reported on Client Platform, such as account support requests and reports of potentially abusive content
• Respond to user inquiries with high quality, speed, empathy, and accuracy, using
  - specific knowledge, signals, and insights to scope scalable solutions
• Gather, analyze, and utilize relevant data to improve the overall user experience on the site
• Review reported content within agreed turnaround times and quality standards
• Meet KPI targets based on role expectations

Skills and Experience:

• Minimum of 12 months experience as a Subject Matter Expert
• Target-driven,
  - focused, with a proven ability to manage and exceed performance targets
• Creative
  - solving skills and strong analytical abilities
• Ability to absorb complex technical concepts and communicate them to
  - technical audiences
• Strong collaboration and organizational skills, capable of working well in teams or independently
• Ability to develop and deliver training, programs, and documentation to support business needs
• Strong communication skills (oral & written)
• High level of organization and task prioritization
• Minimum C1 level in Spanish

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting