Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

The TEM team provides telecom expense management services to clients. These include procurement, invoice/billing, & reporting. Overall, role is to manage the day-to-day operation of the Telecom Expense Management Operation. Specifically, organizing telecom operations & ensures compliance with regulatory requirements addresses and resolves the inefficiencies commonly associated with the administration and management of the enterprise telecom environment. Managing the operation teams. Ensure that Service delivery is within SLA from Procurement to Incident Handling. Providing regular reporting to client teams and Responsible for managing team of analysts and SMEs. RESPONSIBILITIES AND AUTHORITIES: Lead the team of TEM practitioners. Maintain staffing growth projections, development, and succession plans for team. Implementation and delivery of client TEM policies and initiatives. Organize TEM team for optimal multi-client service delivery incorporating business continuity principles. Ensure Client Service Level Objectives and Operational Excellence targets are met. Act as point of escalation for all client queries. Maintain operational relationships with main telecom carriers globally, especially as it relates to billing, provisioning, and dispute management processes. And act as TEM teams point of escalation with carriers. Ensure fulfilment of service level agreements from tool vendor/s and telecom carriers. Review time reports/cost sheets to ensure proper charging and compliance to guidelines. Be involved in pre-sales activities as required REPORTING: Provide weekly status report detailing major work accomplishments, operation-related issues and risks, performance improvement opportunities, and upcoming activities. Lead team-specific activities, including productivity reports, attendance logs, end of shift reports, and other operations-related reports. Maintain updated team contact information, including home address, telephone number and emergency contact. Lead team in reporting including service levels, financial performance. Develops team and individual performance data gathering metric. QUALITY AND TRAINING: Provide individual quality coaching based on historical and real-time quality data. Lead quality reviews and performance reporting in partnership with Quality team. Identifies and implements quality improvement methods in partnership with Quality team. PERFORMANCE METRICS: Lead in monitoring team and individual performance to ensure that required service levels are met, including turn-around-time, productivity and accuracy . Lead in identifying performance improvement opportunities . Meets or exceeds all performance metrics QUALIFICATIONS: College Graduate . Fluency in English. Knowledge of an additional language (Spanish, German, Italian, French, etc) on an advanced level is an advantage . Computer Literacy. Skilled in using basic MS Office applications. . 2+ years work experience required with supervisory experience Minimum 3 year(s) of experience is required

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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