NCEP Tier 2 Buyer Analyst - 5509069 - 5564375

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.Key Responsibilities:The Help Desk team is responsible for phone and email support of over 10,000 system users and over 50,000 customers.The help desk team member interacts with users to resolve problems, questions or requests over phone, fax or through email. The help desk agent may also interact with customers to resolve billing-related inquiries as part of an Information Technology application outsourcing service delivery team.The agent builds and demonstrates a working knowledge of the supported application system, its associated financial system interfaces, and the customer registration system. This agent responds to user requests and issues and resolves them courteously, quickly and correctly. This team member also interacts with other members of the help desk team and escalates issues, as needed.As a Tier 2 agents you are the escalation point for answering questions of the Tier 1s, provide them with feedback, manage trainings, and manage certain aspects of work to make sure the Tier 1 agents are getting their work completed.Tier 2 Responsibilities:• Serve as escalation point for Tier 1 agents• Complete case reviews for half of the team (monthly) and participate in monthly performance reviews• Complete reporting responsibilities (may include Inactivation/Reactivation Report, PQR Report, Reqs in Composing, PO Failures, weekly help desk stats, punchout catalog checks, iHub monitoring, Missing Invoices, etc.)• Serve as a backup for Tier 1 agents when needed.• Monitor Tier 1 cases to confirm that they are completed by established deadlines (ie – emails responded within 24 hours).• Provide coaching to Tier 1 agents where appropriate• Train new team membersRole requires up to 20% onsite at office location Raleigh.Basic Qualifications:• 1+ years Call and Conversation Management• 1+ years oral communication• 1+ years Stakeholder Mgmt• 1+ years SAP Ariba• High School Diploma / GEDCompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.Information on benefits is here.Role LocationCalifornia – $19.71-$29.71Colorado – $19.71-$29.71District of Columbia – $19.71-$29.71Illinois – $19.71-$29.71Minnesota – $19.71-$29.71Maryland – $19.71-$29.71New York – $19.71-$29.71Washington –$19.71-$29.71What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more hereEqual Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All 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.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement.Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.