Skill required: Next Generation Customer Operations - IT Troubleshooting

Designation: Business Advisory New Associate

Qualifications:Any Graduation

Years of Experience:0 to 1 years

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, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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.com

What would you do Accenture 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.

What are we looking for Business Account Onboarding & SupportManage end-to-end onboarding and activation of business and enterprise accounts.Support onboarding implementation and ensure successful account configuration.Guide partners through onboarding requirements, account verification, and setup processes.Monitor onboarding health and identify process improvement opportunities.Technical Investigation & Issue ResolutionDiagnose and resolve technical issues across business accounts and platform integrations.Troubleshoot:Partner API integration failuresWebhook delivery and event processing issuesAuthentication and access-related problemsMulti-Factor Authentication (MFA) setup and recoveryMessage template submission, approval, and delivery issuesAds account and business account configuration issuesPerform root cause analysis using logs, system diagnostics, API responses, and monitoring tools.Escalate platform defects and coordinate resolution with Engineering and Product teams.Partner & Stakeholder ManagementWork directly with business partners and enterprise customers to resolve technical blockers.Collaborate cross-functionally with Product, Engineering, Operations, and Customer service teams.'Communicate technical findings and recommendations to both technical and non-technical audiences.Operational Excellence & ReportingTrack and maintain issue resolution SLAs and onboarding KPIs.Develop troubleshooting documentation, SOPs, and knowledge articles.Identify recurring issues and recommend automation or process improvements.Support reporting and analysis to improve customer experience and operational efficiency.Required QualificationsBachelor's degree in Engineering, Computer Science, Information Technology, or related discipline experience in:Technical Support / Technical SolutionsAPI Operations / Platform OperationsBusiness Account SupportEnterprise Customer EnablementAds or Messaging Platform OperationsStrong understanding of:REST APIs, JSON, WebhooksCloud applications and system integrationsAuthentication flows and MFATroubleshooting methodologies and incident managementAbility to analyze logs, identify root causes, and drive issue closure.

Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your primary interaction is within your own team and your direct supervisor
In this role you will be given detailed instructions on all tasks
The decisions that you make impact your own work and are closely supervised
You will be an individual contributor as a part of a team with a predetermined, narrow scope of work
Please note that this role may require you to work in rotational shifts
Preferred QualificationsPrior experience working with Business service partnersExperience supporting Ads, Messaging, or Business Platforms.Exposure to CRM, ticketing, and monitoring tools.Experience managing enterprise customer escalations.Knowledge of integration support and onboarding workflows.Key Success MetricsImproved onboarding success rateFaster issue resolution turnaroundHigher API and platform reliabilityReduced recurring technical issuesIncreased partner and customer satisfaction