Accenture Hiring Chat Support Associate in Bengaluru | Freshers

Role Overview

The Chat Support Associate is the primary doer for the Client Tier 1.5 chat support function. This person is the first point of contact for learners over chat and resolves learning administration and Workday LMS queries end to end, with domain accuracy, speed and professional communication.

As a Tier 1.5 role, the associate also carries out select learning admin transactions that would otherwise sit with Tier 2. Candidates who are good at email and chat, and who type quickly, are preferred.

Key Responsibilities

• Record, diagnose, troubleshoot, resolve or assign incidents and service requests within the defined scope of support.
• Manage unplanned interruptions to restore normal service as quickly as possible for non-voice interactions such as email, web and chat.
• Serve as the first point of contact for learners via chat, giving timely, accurate and courteous responses.
• Log, classify, triage and resolve learner queries within agreed SLA and quality timelines.
• Handle functional and basic technical learning queries, including course launch access, enrolment, registration, cancellation, rescheduling, completion and certification discrepancies.
• Maintain accurate chat ticket documentation, notes and closure details.
• Execute learning admin transactions in the LMS, including course setup support, user enrolment, roster scheduling updates and tracking of training completions.
• Perform mass uploads and access-related requests where in scope, with high data accuracy.
• Generate and share basic reports on training activity, completions and participation as required.
• Respond to items in the scheduling or learning mailbox within the agreed timeframes and processes.
• Perform basic root cause analysis and isolate issues before escalating complex cases to Tier 2 with complete documentation.
• Use SOPs, FAQs and knowledge articles for consistent resolution, and contribute updates back to the knowledge base.
• Ensure adherence to CSAT, quality, compliance and audit standards.

Qualifications

Candidates should hold a Bachelor's degree (B.A, B.Com, B.Sc, B.Tech or equivalent) and have 0 to 1 years of experience. Experience in learning administration, service desk, helpdesk or chat customer support is relevant.

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 operations, accelerate revenue growth and enhance citizen services. It has approximately 791,000 people serving clients in more than 120 countries, with capabilities across Strategy and Consulting, Technology, Operations, Industry X and Song.

Accenture believes no one should be discriminated against because of their differences. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis protected by applicable law.