Accenture is a global professional services powerhouse that blends deep industry expertise with cutting‑edge digital, cloud and security capabilities. With more than 784,000 employees across 120+ countries, the firm helps clients transform their businesses through strategy, consulting, technology, and operations. In India, Accenture is known for its vibrant campus hiring, strong learning culture, and a commitment to inclusive growth, making it a top destination for fresh talent. The company’s emphasis on continuous upskilling, mentorship, and exposure to multinational projects equips employees with a future‑ready skill set. The role of IT Customer Service New Associate places you at the heart of Accenture’s Customer Support vertical, primarily handling non‑voice interactions such as chat, email, and web tickets for US‑based customers, often in the telecom domain. You will be the first point of contact for resolving queries, managing escalations, and ensuring that every complaint is closed within the defined Service Level Agreements (SLAs). Strong written and spoken English, analytical thinking, and a customer‑centric attitude are essential. The position operates on a 24/7 shift model, requiring flexibility to work US shifts and rotate as needed. Key Responsibilities: 1. Respond to customer queries via chat, email, and web portals with accurate and timely information. 2. Diagnose, troubleshoot, and resolve technical or service‑related incidents. 3. Log all interactions in the CRM system, ensuring data integrity and proper categorisation. 4. Escalate complex issues to higher‑level support while maintaining ownership until closure. 5. Meet or exceed SLA targets for response time, resolution time, and customer satisfaction. 6. Maintain a typing speed of at least 25 wpm with 85% accuracy. 7. Use MS Excel for reporting, data analysis, and tracking performance metrics. 8. Collaborate with cross‑functional teams to share knowledge and improve processes. 9. Provide feedback on recurring issues to help improve product and service quality. 10. Adhere to shift schedules, including night and weekend rotations, to support US‑based customers. Tech Stack & Tools: CRM platforms (e.g., ServiceNow, Salesforce), Microsoft Office Suite (Excel, Word), internal knowledge bases, ticketing systems, and basic networking concepts. Growth Path: Starting as an Associate, high performers can progress to Senior Associate, Team Lead, and eventually to roles such as Service Delivery Manager or Consulting Analyst, leveraging Accenture’s internal mobility programs and extensive training resources. Why Join Accenture? You will gain exposure to global clients, develop strong communication and problem‑solving skills, and benefit from a structured learning ecosystem that includes certifications, mentorship, and a clear career ladder. The role offers a stable entry‑level salary, a collaborative environment, and the chance to be part of a world‑renowned brand that values innovation and diversity.