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Technical Support Analyst

Job Location: Sofia

Regional Description: Bulgaria

Job Number: 00662334

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- Job description

WE ARE HIRING:

 

Technical Support Analyst

 

The role is to provide a high quality technical and non-technical support service as part of our Support Team to customers operating on systems and software, according to the agreed Service Level Agreements during published operating hours.

 

WHAT WILL YOUR ROLE BE:

  • Performing diagnostics and maintenance on SFCC e-commerce Platform
  • Debug incorrect website behavior – content, configuration or code related issues
  • Configure and troubleshoot E-commerce Backend
  • Troubleshoot platform jobs
  • Providing Root Cause Analysis
  • Carry out applications maintenance tasks
  • Participate in direct communication with the client
  • Investigate and troubleshoot data feeds from 3rd parties in XML, WebService or SOAP format
  • Website monitoring and reporting

Soft Duties:

  • Assume ownership of reported incidents providing clear communication to internal and external stakeholders
  • Diagnose the cause of the incidents through a structured process of investigation
  • Communicate via e-mail, phone and other support management applications
  • Proactively coordinate and update both internal and external stakeholders
  • Keep all involved parties regularly informed of incident progress, notifying them of impending changes, agreed outages, etc.
  • Resolution of incidents in a professional, courteous manner
  • Resolving issues, problems and service requests
  • Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues
  • Log and regularly update all relevant incident and/or service request details and customer interactions
  • Create and maintain knowledge base articles and support documentation with known tasks/issues
  • Adhere to the set SLAs
  • Participation in improving processes and client relationships

WHAT IS REQUIRED:

  • Good understanding of networks and internet services and experience with related tools
  • Basic understanding of Web services
  • Good understanding of XML
  • Advanced understanding of HTML
  • Good understanding of HTTP
  • At least 1 year of experience in support environments using call/ticket management toolsets.

Desirable:

  • Working knowledge of SFCC and/or other E-commerce platform
  • Capable of reading and debugging JavaScript
  • WebDAV
  • Basic understanding of SOAP
  • Basic understanding of Ajax, JSON
  • ITIL knowledge

Skills & Attributers we look for:

  • Analytical with good problem-solving skills
  • Detail-oriented, with excellent organizational skills and able to manage multiple tickets simultaneously
  • Self-motivated, disciplined, able to work on their own initiative and takes responsibility for their own work
  • Exceptional customer service focused attitude
  • Ability to focus on completing tasks proactively and productively
  • Ability to remain focused on resolution in real-time
  • Strong active listening, multitasking, interpersonal and organizational skills
  • Hands on experience of Incident and Problem Management in a multi  supplier environment
  • Detail-oriented
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
  • Passion towards improving client experience
  • Excellent verbal and written English skills
  • Excellent verbal and written communication skills
  • Excellent team working (good collaboration and negotiation skills)
  • Good working knowledge of operational support processes
  • Experience completing documentation. Writing new and updating existing technical documents

WHERE WILL YOU BE LOCATED:

 

Our Sofia office is located on 63 Kazbek str.

 

WHAT WE OFFER:

 

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

  • Highly competitive salary and discretionary annual bonus
  • Opportunities for career progression
  • Open communication with the management team
  • Comprehensive and flexible benefits package. You choose your own social benefits
  • Additional paid annual holiday
  • Option to join the company share scheme
  • Ongoing training in new/existing technologies
  • A brand new and modern office
  • Regular team socials

WHY JOIN ACCENTURE:

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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