Technical Support Agent (2+ Years Experience Required)

General Information

Position: Technical Support Agent- CL12

Office location: Ballsbridge, D4

Work Hours: 7am- 4pm/2pm-11pm

Contract: 40 hours per week - FTC (For internal applicants, the type of contract will remain unchanged)

** Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.

ROLE OVERVIEW

We are looking for an experienced Technical Support Agent to join our Technical Operations team. This role sits at the intersection of technical investigation, escalation management, and cross-functional collaboration - acting as a senior point of expertise for complex product issues, workflow quality, and operational improvement.

You will work closely with Engineering, Product, and Client teams to diagnose and resolve high-impact issues, own escalation pathways end-to-end, and contribute to the quality and maturity of our support operations. This is a role for someone who combines strong analytical ability with sound judgement, clear communication, and a bias towards ownership.

KEY RESPONSIBILITIES

Technical Investigation & Escalation

• Investigate complex product and platform issues using SQL, API calls, and data tools to identify root causes and isolate contributing factors.
• Own escalation cases end-to-end, managing communication through EC/D2E processes and coordinating resolution with Engineering and specialist teams.
• Apply structured root cause analysis and document findings with recommendations to prevent recurrence.
• Exercise sound judgement on escalation thresholds - knowing when to hold a case for further investigation and when to escalate immediately.

Workflow & Queue Management

• Supervise daily product workflow queues: manage case volume, assignment, prioritization, and backlog to maintain SLA compliance.
• Identify bottlenecks and inefficiencies in operational workflows and drive structured improvement initiatives.
• Triage incoming issues accurately, distinguishing urgency from importance and applying consistent, risk-aware routing decisions.

Cross-Functional Collaboration

• Partner with Engineering, Product, and Client teams to resolve technical defects, platform bugs, and maintenance requirements.
• Communicate clearly with internal stakeholders throughout the resolution lifecycle - providing timely updates and managing expectations under pressure.
• Build and refine operational workflows and runbooks to improve process maturity and reduce time-to-resolution.

Quality, Compliance & Data

• Maintain consistent adherence to sensitive data handling policies, quality standards, and operational guidelines.
• Use SQL and available analytics tools to analyze issue trends, generate insights, and produce recommendations for operational improvement.
• Conduct quality assessments and contribute to team quality standards through structured review and feedback.

Training & Knowledge Transfer

• Design and deliver training aligned to process changes, product launches, and identified quality gaps.
• Mentor peers through actionable, constructive feedback and practical support in live issue handling.

WHY ACCENTURE

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world’s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace. Click here

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at [email protected]

Due to the nature of this role, the post holder might regularly be exposed to and have to deal with stroboscopic effect images.

Basic Qualifications :

• Language(s) Required: English: As part of the interview process, you will be required to complete an English language test. You will be advised of the level you are required to achieve to successfully carry out the role.

Essential:

• 2- 3 years in technical product support, operations, or escalations in a fast-paced technology environment.

• Demonstrated experience with SQL for data querying, investigation, and insight generation.

• Proven ability to own complex escalations end-to-end - from investigation through to resolution and stakeholder communication.

• Experience managing workflow queues, case prioritisation, and SLA-driven operations.

• Strong written and verbal communication skills,

• Consistent record of adhering to data handling policies and quality standards

• Excellent oral and written communication skills required

Desirable:

• Experience with API calls, HTML/CSS, or JavaScript in a support or QA context.

• Background in onboarding, training design, or knowledge transfer programmes.

• Familiarity with Agile, Kanban, or similar operational frameworks.

• Experience in an advertising technology, platform operations, or client-facing technical role.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities