Incident Management Officer with Czech

Scurta descriere a companiei

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 738,000 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 with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

Cerinte

• You are fluent in Czech & English;
• You are familiar with MS Word, MS Excel, MS Outlook;
• You are a team player with good communication skills;
• You are self-motivated, with a positive attitude and approach;
• You can solve urgent matters and work under pressure.
• You are responsible in a work environment

Responsabilitati

• Oversee all technical incidents reported by the customers assigned to your portfolio through several ticketing tools.
• Follow the incident life cycle from capturing the business impact, performing triage to assign the incidents to the correct technical Teams and ensuring that the issue is resolved in timely manner according to our SOPs.
• Act as a point of contact for customer requests and coordinate internally within multiple departments to ensure a positive support experience.
• Participate in calls with the Customer Success Account Managers to share relevant operational health and support trending insights to improve customer experience and follow-up on actions in calls with customers.
• Create reports on demand depending on business requirements and necessities.
• If needed, you might travel for client visits on site.

Alte informatii

• Gain access to an extensive curriculum of training
• Work from home 2 days/week in a normal set-up; with COVID-19 all work is being performed remotely.
• Receive an attractive benefits package including: 2 additional vacation days, private medical services, private pension, life insurance, library subscription and other benefits at your choice through an online platform.
• Be part of a team that feels more like a family, with a flexible approach that allows working from home for some projects;
• Opportunity to be involved in sports activities and volunteering initiatives.