Job description 

What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environment The Self-Service Platform Support Agent triages and resolves transactional platform support requests for our self-help platforms, through our issue intake. This requires gathering information from end-users, providing technical triage at a basic level based on SOP, ensuring timely resolution and closure of tickets, and providing exemplary support to our partners. They will also update self-service platform documentation based on top-user issues to limit/reduce the number of tickets raised for platform support, and provide feature consultations and implementations as needed for our legacy service platform (connect composer) The Content Management team focuses on organizing, categorizing, auditing and publishing content and information with the help of specific tools and channels, for use by different groups and individuals. They are also responsible for auditing and ensuring quality of online content by flagging risks and providing clear feedbacks on errors. The team is responsible for managing the content on websites, social media pages, email campaigns, and responses. 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.As an Agent, you are responsible to • Review content- user profiles, videos, texts, images etc • Investigate and apply client policies • Escalate and/or resolve the issue that is reported by users or flagged by the system Note- The reported content could be sensitive or of graphic nature
What are we looking for? •Agility for quick learning •Corporate planning & strategic planning •Results orientation •Written and verbal communication •Ability to disseminate technical information to a wide range of audiences with varying levels of technical proficiency •Ability to document processes and update self-service documentation •Ability to read and understand technical documentation to resolve CMS issues •Ability to consult clients and on-platform related issues •Able to prioritize and execute tasks, often with competing priorities •Capacity to deepen technical and functional knowledge of legacy content management systems • Basic knowledge of HTML to resolve problem formatting issues •Experience managing various media assets, and an ability to explain each file formats technical limitations in an online content platform •Intermediate knowledge of content management systems •Excellent computer skills •Technical support experience •Analytical problem solving abilities 
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts • Act as the first point of contact, to monitor, triage and resolve platform support issues • Provide basic access and permissions troubleshooting support for connect composer and Brightspot • Document platform problem-solving activities from intake to resolution inside the team’s ticket tracking system • Prioritize incoming tickets according to their urgency and importance, following SLAs • Analyze metrics to identify opportunities to improve online self-service channels • Escalate complex issues to Platform Manager, and document resolution process