SW/App/Cloud Techical Support

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.

Problem solvers with a people focus, Software Application Cloud Technical Support professionals act as the ongoing interface between the client and the system or application. Dedicated to quality, they use their exceptional communication skills to keep our world class systems running and our clients happy. Fine tuned interpersonal skills mean they can accurately define a client issue and deep product knowledge means they can interpret and design a resolution.
Provide customized information, reports, or other forms of support. Leverage product experience and knowledge to build deep relationships. Develop deep understanding of the software applications and be able to elaborate alternatives to clients. Provide clients with factual information and analysis on systems and application status. Act as a liaison between the client and the Accenture teams in order to support our client needs providing the best technology solution.
Non business hours and on call support when needed.

Responsibilities:

• Manage incidents assigned to the team and liaise with support product teams to resolve requests issues in timely manner.

• Act as the primary knowledge resource for a product service and use this knowledge to raise process and or procedure improvement opportunities to supervisor team lead, meet customer s needs.

• Provide technical support to resolve customer IT requests issues.

• Demonstrate understanding of the customer’s business or market needs and maintain high customer satisfaction ratings.

• Ensure proper documentation, notification, escalation, tracking and follow up.

• Perform customer request problem identification and follow defined procedures to resolve correctly document troubleshooting efforts and customer information in data capture tool and, when required, transfer call or promptly notify responsible party for resolution.

Requirements:

• +3 years of experiences in the field providing technical support.

• English Advanced – C1 preferred.

• Computer Science or equivalent degree obtained or in course.

• Customer centric

• Experience with ticketing systems like Service Now or JIRA desirable

• Experience working with ITIL Service Management desirable

• Experience with assets life cycle management highly desirable