Accenture Infrastructure Service Incident Management Associate (with Arabic and French) in Cluj, Romania
Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
Serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.
We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.
In Accenture Technology, we investigate and explore new technologies to determine how our clients can use them – helping their business innovate, grow and improve.
The Infrastructure Service Incident Management Associate provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents.
Problem solvers with a people focus, acting as the ongoing interface between the client and the system or application. Dedicated to quality, use communication skills to keep systems running.
Our future colleague will:
Receives and logs all e-mail/web/phone call and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly
Documents verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution
Follows Reminder procedure to ensure ticket resolution
Manages tickets assigned in expected SLA
Manages e-mails/phone calls in expected SLA
Manages Shared E-mail boxes
Manages Ticketing Queues
If you are logical, adaptable and have:
Fluency in client’s language (Arabic – minimum B2)
Fluency in French (minimum B1)
At least Upper Intermediate English
Customer Interaction Handling
Problem Solving & Escalation Management
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
What we offer:
Access to trainings and materials for different skills (both technical skills and soft skills)
Sponsorship for certifications
Access to multiple online learning platforms
Continuous growth in a positive and multicultural work environment
Refer-a-Friend – get a bonus in the employee referral program
Family oriented benefits
Share purchase plan
Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more
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