Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

OVERALL PURPOSE OF JOB The Telecom Expense Management associate is primarily responsible for facilitating telecom transactions according to the Service Level Agreements and the company quality and quantitative standards, by ensuring that the complex customer care needs are resolved in a timely fashion. Telecom Expense Management involves the entire life cycle of a telecom service from request, order, and receipt of service, invoice processing, termination, and recharging. RESPONSIBILITIES AND AUTHORITIES Validates the uploaded invoices against the inventory, contract compliance and other predefined criteria to ensure accuracy of the invoice content and raises and manages disputes with vendor until closure. Performs optimization process on predefined criteria such us but not limited to ASPU, Zero Usage, Top Spender. Performs in-depth analysis based on the available invoice data and provide recommendation per subscription to optimize. Performs client data migration and consistently checks telecom inventory to ensure database accuracy Identifies and creates specific invoice handlers for invoice collection and audit process. Ensures that invoices in scope for AP portal are uploaded timely and accurately for payment processing to avoid late payment fees. Records and tracks all activities using the prescribed tool and reports. Ensures accurate update of client’s inventory of telecom circuits, equipment, and services through the TEM processes. Alerts immediate lead of any potential customer service problems or issues. Develops strong working relationships within the team and demonstrate uncompromising commitment to client and Accenture core values. Seeks opportunities to improve knowledge, skills and performance through various channels such as but not limited to actively participating in Knowledge-Sharing, Brownbag sessions and Trainings. Qualifications At least 12 months related work experience in Finance & Accounting, Network/Telecom provisioning. Knowledge of an additional language (Spanish, German, Italian, French, etc.) on an advanced level is an advantage Computer Literacy. Skilled in using basic MS Office applications. Professional Skill Requirements Ability to work as a team member Ability to work creatively and analytically in a problem-solving environment Desire to work in a non-IT environment and help build a rapidly growing service offering (Telecom Expense Management) Good oral and written communication skills Good customer service skills Flexibility Minimum less than 1 year(s) of experience is required