Our mission is to provide the ultimate support experience through best in class service for end users by being the voice in Social Media and Forum channels of our client.

　　As a Social Listening Agent you will use client tools to conduct research on client platform usage sentiment. You will track insights and provide qualitative data to the client, You will act as a backup for the Community Specialist responsible for completing critical operational activities that ensure the success of the Company Product Communities platform and Contributor program. Ideal candidates will have superb communication skills and technical troubleshooting skills, combined with the knowledge of Company products, passionate about the community support experience, and helping all users, including Creators, get the most out of the platform.

　　Roles and Responsibilities

　　Included but not limited to:

　　Use client tools to conduct research on contact trends, client platform usage sentiment

　　Find actionable customer contacts and provide resolution

　　Responding to users questions about the product and solving issues

　　Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user product issues

　　Ensuring excellent customer satisfaction

　　Following pre defined workflows when responding to customer inquires

　　Track insights and provide client with qualitative data

　　Performing a moderation maintenance of the Company Help Communities to ensure a safe, positive, productive user experience while delivering Company KPI targets.

　　Triaging and processing of technical bug issues to internal product support teams.

　　Recruitment and further relationship management of power users Volunteers within the Company Contributors program. Empower most passionate users to help, educate and champion viewers and creators by providing vital resources and recognizing their contributions.

　　Assuring that Help Community delivers value to the Company by sourcing real time insights into user issues, bringing user feedback to life helping the Company to keep a pulse on user sentiment.

　　Shift work, weekend work and or night work may be expected depending on changes in business requirements.

　　Required Skills

　　Fluency in English and Arabic

　　Good technical knowledge of Online Video sharing platforms.

　　Experience in customer facing communications, community management, and or customer service.

　　Excellent troubleshooting skills and experience filing high quality technical bug reports

　　Solid experience in analyzing and resolving user reported issues

　　Excellent written communication and oral communication skills in English and other EU language

　　Soft skills, including people or relationship management skills

　　Excellent time management skills and be able to proactively and independently organize, handle workload and targets

　　Experience with prioritizing multiple tasks in a fast paced and ambiguous environment

　　Demonstrates speed, agility, critical thinking and problem solving skills

　　Good work ethic and ability to use own initiative and work with minimal supervision to meet or exceed goals

　　Great teammate with ability to work in a fast paced, collaborative and constantly evolving environment

　　BA BS degree or equivalent practical experience

　　Preferred Qualifications

　　Direct experience working on an online community support platform and or community program of forum volunteers

　　About Accenture

　　Accenture 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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human resourcefulness every day, serving clients in more than 120 countries. We embrace the power of change to build value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com.

　　INCLUSION AND DIVERSITY

　　Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

　　We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

　　Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at [email protected].

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