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SW/App/Cloud Tech Support Associate

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Romania

Offer summary

Qualifications:

Fluent in German and upper intermediate English, Good technical aptitude with quick learning ability, Strong written and verbal communication skills, Computer literacy, including Microsoft Office.

Key responsabilities:

  • Log and document customer issues effectively
  • Perform troubleshooting and escalate incidents when necessary

Accenture logo
Accenture Large http://www.accenture.com
10001 Employees
About Accenture
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 serving clients in more than 120 countries. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. This LinkedIn company page is moderated. When engaging with Accenture, we encourage everyone to: - Use common courtesy and be respectful of others. - Create your own original content and avoid content that you know to be fraudulent. - Never repost someone else's copyrighted work, unless you have permission. - Never post personal, identifying, or confidential information. We reserve the right to delete comments or posts we deem to be: - Profane, obscene, inappropriate, offensive, abusive material. - Spam, repeated comments and commercial messages and personal advertisements. - Discriminatory or that contain hateful speech of any kind regarding age, gender, race, religion, nationality, sexual orientation, gender identity or disability. - Threats; personal attacks; abusive, defamatory, derogatory, or inflammatory language; or stalking or harassment of any individual, entity or organization. - False, inaccurate, libelous, or otherwise misleading in any way.
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Job description

Key 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.

Requirements
  • 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
  • Fluent in German language
  • Upper Intermediate English level
  • Time management and administrative skills
  • Written and verbal communication skills: manages internal communications and external/client communications
  • Discretion, professionalism, confidentiality and critical 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.

What we offer

  • Home working and flexible working hours
  • Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)
  • Training packages in various technologies with certifications, language courses
  • Over-time work and on-call compensation
  • International teams and multilingual environment

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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 and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent 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.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Escalation ManagementData QualityCustomer Interaction ManagementService-Level AgreementConflict ManagementOrganizational Structure

Other Skills

  • Problem Solving
  • Microsoft Office
  • Technical Acumen
  • Self-Motivation
  • Client Confidentiality
  • Non-Verbal Communication
  • Professionalism
  • Time Management
  • Teamwork
  • Physical Flexibility
Are you interested?

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