Service Desk Voice Support Associate (Cebu)

6-8 years
14 days ago
Job Description


  • Provide technical support for resolution of customers IT problems, incidents, issues, requests and queries
  • Liaise with other support teams as necessary to resolve customer requests or incidents
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents


  • Provide customer-facing (call/voice) product engineering support for M365 and real-time client support for faster resolution of cases
  • Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.
  • Responsible in providing timely and accurate update and information on assigned incidents and service requestResponsible on the timely escalation of incidents which cannot be resolved on time or would need vendor/third party support


  • Provide post-purchase order support and order modifications for requests
  • Support member inquiries related to Order or Returns, Exchanges, Warranties, and price match policies.
  • Perform activation assistance, cancellation, enrollment, marketing options, merge-match, password reset, profile updates, forgot card, certificate management, point management, and offers
  • Articulate member benefits
  • Covers all products including Desktop support


  • Open to college graduates or undergraduates
  • Preferably with at least 6 months relevant work experience (contact center and/or technical experience)
  • Good knowledge and skills in IT
  • Interest in providing technical support and assistance to clients and end-users via call, chat and e-mail
  • Very good verbal and written English language skills

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.




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