This role reports to the Customer Relations leads in India and Argentina and is responsible for the coordination of all tasks related to the deployment of Cisco Video Conference devices across a variety of Accenture locations, primarily within the AMR/EMEA regions. The Customer Relations Team works closely with internal customers and many internal teams that support various aspects of the deployment process.
The role includes the following key tasks:
Ensuring that all required deployment processes are completed satisfactorily before transitioning a system to production
Documenting deployment status in various tools and trackers
Providing weekly status to each internal requester
Applying knowledge of how Deployment processes vary by device, network, and location type
Training end users in system functionality and support processes
Ensuring resolutions of Remedy incidents
Managing and planning weekly deployment activities, reprioritizing deployment requests when needed
Addressing all customer concerns
Escalating to management when appropriate
Maintaining regular contact with customers to ensure expectations are set on deployment timelines
Interfacing with multiple dependent teams to ensure compliance with policies and processes
Reviewing and improving processes
Completing all deployments within acceptable time limits
Required Skills:
Strong Customer Service (Facing) skills)
Detail oriented
Excellent Verbal and Written Communication Skills
Deployment Management
Process Management
Project Management
Customer Facing Skills
Detailed Understanding of functionality's of various Collaboration tools
Proficiency in Excel, Word, PowerPoint, Service Now
Maintenance management of the device
Required Mindset:
Commitment to Customer Service Delivery Excellence
Commitment to Improve Service Delivery
Attention to Detail
Nice to have skills:
Basic understanding of network concepts
Knowledge on Video conference devices
Problem Management
