Platform Support Operations Specialist

Job Description

Skill required: User-Generated Content Moderation - Content managementDesignation: Service Delivery Ops SpecialistQualifications:Any GraduationYears of Experience:7 to 11 yearsAbout AccentureAccenture 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, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song? all powered by the world?s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.comWhat would you do? ? Team Leadership: Train, coach and direct a team of Platform Support specialists, ensuring they have the tools and knowledge to exceed customer expectations. ? Process Improvement: Analyze support processes, identify gaps and bottlenecks, and propose streamlined, data-driven solutions to increase efficiency. Support transformation and Automation initiatives. ? Metrics and Reporting: Define key support KPIs, track performance metrics, and deliver insights on Top User Issues to improve performance and enhance the customer experience. Periodic reporting to Google leadership team ? Customer Feedback: Implement systems to gather feedback, measure customer satisfaction, and drive actionable improvements ? Cross-Functional Collaboration: Work with Editorial and Platform Strategy stakeholders and any other stakeholders internally and resolve complex issues effectivelyAccenture 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.Content moderators serve as an important line of defence by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while makinga larger impact on society.You will be responsible for analysing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the user may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their job role responsibilities. Active participation in Accenture?s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.What are we looking for? ?Content management?Detail orientation?Strong analytical skills?Ability to manage multiple stakeholders?Experience leading and mentoring teams in a support environment?Excellent communication skills, both written and verbal?Passionate about creating a customer-centric support organization?3+ years of experience in customer support operations, with a proven track record in process improvement and data analysis. ?Proficiency in CRM software, help desk applications, and reporting toolsRoles and Responsibilities: ?In this role you are required to do analysis and solving of moderately complex problems? May create new solutions, leveraging and, where needed, adapting existing methods and procedures? The person would require understanding of the strategic direction set by senior management as it relates to team goals? Primary upward interaction is with direct supervisor? May interact with peers and/or management levels at a client and/or within Accenture? Guidance would be provided when determining methods and procedures on new assignments? Decisions made by you will often impact the team in which they reside? Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture? Please note that this role may require you to work in rotational shiftsAny GraduationEqual Employment Opportunity StatementAll 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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