Incident Management Officer with Italian

Every day is a process of growth, being responsible of:

Relationship Management

• Know the customer and understand our customer’s expectations with their reactive support experience

• Focus on critical issues to ensure customer satisfaction

• Set proper expectations with customers for support

Proactive management of reactive experience

• Acknowledge and respond to customers' requests promptly

• Anticipate risk and escalations based on customer context

 Escalation Handling

• Handle high-risk escalations and gather/analyze information as needed to support the customer

• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Incident Administration

• Monitor reactive cases owned by internal support organizations

• Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

 Critical Thinking

• Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

• Establish a customer obsession approach that puts the customer and the customer operational health in the center

• Understanding of reactive case lifecycle and troubleshooting methodology

How we truly care:

• Follow a journey of success. Learn, innovate, invest in yourself and make a step forward, closer to your life goals.

• Travel virtually around the globe, working in a diverse and multicultural environment.

• Benefit from health insurance and support from a mental health therapist, to keep your life balanced.

• Have fun while working, participating in internal company events, sports activities and community initiatives.

• Save money doing the things you love, having access to different discounts on products and services.

• If you love vacations, joyful moments, and volunteering, (as we do) you have access to travel vouchers, volunteering opportunities and lots of fun alongside Accenture team.

• Enjoy other personalized benefits package, including meal vouchers, public transportation, private pension, life insurance, gym, additional vacation days.