Customer Support & Assistance - English - CL13

Role overview

This full-time customer support position is based entirely in the office in Sandyford, D18, Dublin. The schedule runs for 40 hours each week on a 24/7 rotating pattern, with shifts between 7:00 AM and 10:00 PM. Weekend and bank holiday coverage is included.

Work conditions and important notices

If night shifts are assigned, the selected employee must complete a night worker health assessment. Ongoing employment depends on being medically fit for night work, and employment may end if that condition is no longer met.

Sponsorship is not available for this position. A valid full-time work permit is required before the application can progress.

The role may also involve regular exposure to stroboscopic effect images.

What the role involves

The associate will handle customer support across chat, email, and phone channels. The work also includes supporting advertisers and users of social media products, understanding new features and launches, and managing a complex product environment.

• Respond to customer queries through chat, email, and phone.
• Use knowledge of social media apps and stay familiar with new features and launches.
• Spot high-risk or unusual cases such as fraud, harassment, access issues, or troubleshooting needs and pass them to specialist teams when needed.
• Write clear, polished responses that handle difficult policy decisions while staying aligned with the client's brand voice.
• Build strong knowledge of a complex product area.
• Review and prioritise advertising issues and escalate technical or debugging problems to specialists.
• Take ownership of tasks until they are handed over to the relevant specialist.
• Separate product confusion from actual bugs and suggest suitable actions so advertisers can achieve their goals.
• Communicate resolutions, technical fixes, workarounds, or product explanations clearly to the sales team.
• Work with product support specialists to resolve advertising bugs and product-related confusion.
• Deliver a high-quality support experience for advertising-related issues.

About the employer

Accenture is a major global professional services company offering services across strategy, consulting, digital, technology, and operations. The company operates in more than 120 countries and supports clients across a wide range of industries and business functions.

Inclusion and accessibility

The organisation describes itself as a global collective of diverse talent and promotes an inclusive, open, and welcoming workplace. Candidates can request reasonable adjustments during the recruitment process by contacting the recruitment team.

Application and employment conditions

This role is open only to applicants who can legally work full-time in the country, as sponsorship is not provided. For internal applicants, the existing contract type will remain unchanged.

Qualifications and skill expectations

Candidates are expected to have strong communication skills, the ability to analyse and resolve issues quickly, comfort working with complex products, and a collaborative approach to teamwork. An English language test forms part of the interview process, and the required level will be communicated during recruitment.

Education and experience

A high school diploma or GED is required. A bachelor's degree is preferred. The role requires at least one year of experience in customer support or product technical support, with customer service experience also valued. Experience in online advertising and social media products is preferred.