App Technical Support Associate with Italian

Short company description

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.

Requirements

Fluent in Italian language and at least Upper Intermediate English
Customer Interaction Handling
Problem Solving & Escalation Management
Data Quality
Service Level Agreement understanding/handling
Organization skills, attention to detail ︈︇︋︎︁︀︆︌​︂︆︄︅​︁︁︎︌​︈︂︇︍​︈︆︅️︊︄︈︌︊︎︂︎and follow through to resolve any outstanding issues
Good technical aptitude with an ability to learn quickly
Time management and administrative skills
Written and verbal communication skills: manages internal communications and external/client communications
Discretion, professionalism, confidentiality and judgment
Computer literacy and working knowledge of Microsoft Office
Ability to operate office equipment (printer, phone, photocopier, etc.)
Team player with interpersonal and conflict management skills
Self-Motivated, positive attitude and approach
Flexibility to take on additional responsibility and tasks when required

Responsibilities

Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly
Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention Develops and maintains knowledge of customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training