Job Description

Key Responsibilities

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!
Here, you’ll match your ingenuity with the latest technology to make incredible things.

The Incident Management Officer acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:

  • Represent the customer’s business impact
  • Support the end to end problem resolution
  • Problem identification against the case portfolio

As a trusted account team member, the Incident Management Officer owns the positive outcome for our Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.

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.

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Qualifications

Skills that make your work successful:

  • Upper-intermediate hebrew (preferably B2-C1)
  • Strong English written and verbal communication skills
  • Preferred 3 years of customer experience
  • Bachelor’s degree, or equivalent experience
  • Positive, energetic, enthusiastic attitude
  • Strong attention to detail
  • Skilled use of the Microsoft Office Suite, . Word, Outlook, PowerPoint, etc.
  • Ability to apply judgement in high pressure situations with minimal external guidance
  • Strong ability to comprehend written communications
  • Strong communicator and a great team player

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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