Data Operations Customer Support Specialist

Accenture Federal Services•Arlington, VA

10d

About The Position

The Data Operations Customer Support Specialist will provide technical support for data-related issues. Troubleshoot problems with data access, quality, and availability, collect customer feedback for continuous improvement, and ensure support activities adhere to data security policies. Respond to and resolve customer tickets related to data services, diagnose complex data-related problems, and coordinate with technical teams for issue resolution. Develop and maintain knowledge base articles for common data issues, create and update documentation for data services, and train users on data access and utilization. Monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive improvements. Participate in change management processes for data services, communicate service disruptions and maintenance activities to users, and collaborate with data engineering teams to enhance service reliability. Establish support procedures and escalation paths, implement proactive monitoring to identify potential issues before they impact users, and maintain awareness of the data platform roadmap to prepare for supporting new features.

Requirements

4 years of experience providing technical support for data operations in complex environments.
Demonstrated expertise in troubleshooting data issues, customer service, documentation, and knowledge management.
Must meet DoD 8140 requirements.
Bachelor’s degree (or an additional 4 years of experience).
Active TS/SCI clearance.

Responsibilities

Provide technical support for data-related issues.
Troubleshoot problems with data access, quality, and availability.
Collect customer feedback for continuous improvement.
Ensure support activities adhere to data security policies.
Respond to and resolve customer tickets related to data services.
Diagnose complex data-related problems.
Coordinate with technical teams for issue resolution.
Develop and maintain knowledge base articles for common data issues.
Create and update documentation for data services.
Train users on data access and utilization.
Monitor data service health and performance.
Track and report on support metrics and customer satisfaction.
Identify patterns in support requests to drive improvements.
Participate in change management processes for data services.
Communicate service disruptions and maintenance activities to users.
Collaborate with data engineering teams to enhance service reliability.
Establish support procedures and escalation paths.
Implement proactive monitoring to identify potential issues before they impact users.
Maintain awareness of the data platform roadmap to prepare for supporting new features.