^DTS Android SME - 6252896

Accenture•Walnut Creek, CA

1d•$38 - $48•Onsite

About The Position

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. Role Overview: We help developers and partners with technical issues in their Android apps and games. Issues we handle range from but not limited to: Android SDK; Play Developer API issues, Play Billing, etc.

Requirements

Minimum 3 years of Android App Development experience
Minimum 3 years of technical support or customer service experience
Minimum 3 years SLA management experience
High School Diploma / GED

Responsibilities

Handle consultations from agents who face doubts and issues in their cases.
Help ensure the team is up-to-date with the processes and case handling.
Ensure adherence to the processes mentioned in the Help Center.
Perform backup when PA Leads are out of office.
Perform Quality views, help conduct RCAs, and cascade improvement plans to agents
Help identify gaps in processes and suggest improvements to the Project Manager or Operations Manager.
Maintain the training tracker and ensure timely follow ups for training completion.
Perform peer reviews.
Perform case triaging, issue reproduction and communicating with the Partners or BDMs.
Raise issues to the Engineers for product or customer issues.
Follow up on bug communications to ensure timely resolution.
Ensure adherence to the SLA milestones.
Route case drafts to the Translators for CJK (Chinese, Japanese, Korean) cases.
Route drafts to a Peer Reviewer if the Agent falls under Peer Review.
Raise cases, bugs, or product trends that need attention to the PA Leads for inclusion in the Ops' call with the client