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Technical Support Analyst L2

Job Location: Sofia

Regional Description: Bulgaria

Job Number: 00685670

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- Job description

WE ARE HIRING:
 
Technical Support Analyst L2
 
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 supplied by Accenture Bulgaria, according to the agreed Service Level Agreements during published operating hours.

WHAT WILL YOUR ROLE BE:
  • Perform diagnostics and maintenance on E-commerce solutions
  • Debug incorrect website behaviour – content, configuration or code related issues
  • Configure and troubleshoot backend applications
  • Provide Root Cause Analysis
  • Investigate and troubleshoot data feeds from 3rd parties in XML, WebService or SOAP format
  • Systematically break down and solve complex or ambiguous incidents
  • Proactively coordinate and update both internal and external stakeholders
  • Participate in direct communication with the client teams
  • Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues
  • Communicate via e-mail, phone and other support management applications
  • Perform knowledge capture
  • Adhere to the set SLAs
  • Participation in improving processes and client relationships
  • Train newcomers
WHAT IS REQUIRED:
 
Experience we look for:
  • Server Communication - Intermediate
  • Web services - Advanced
  • Computer Networks - Intermediate
  • XML- Intermediate
  • HTML - Advanced
  • HTTP - Intermediate
  • 2+ years of working experience in support environments using call/ticket management toolsets.
Desirable
  • JavaScript – Novice (Capable of debugging)
  • Working experience - E-commerce platforms
  • Linux and/or Unix experience
  • SOAP, REST, JSON - Intermediate Working experience - ESB
Skills & Attributers we look for:
  • Strong active listening, multitasking, interpersonal and organizational skills
  • Positive, professional, empathetic and customer-focused manner
  • Excellent problem-solving
  • Self-motivated and disciplined
  • Hands on experience of Incident and Problem Management in a multi supplier environment
  • 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
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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