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Incident Management Officer with German
Bucharest
Job No. r00173578
Full-time - Hybrid
Job Description
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.
By being part of this team, you will work from Monday to Friday, 09:00-18:00.
One year employment contract, with the possibility of extending it, depending on the project's demand.
How you’ll make an impact:
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.
Qualifications
Skills that make your work successful:
German and English upper-intermediate (preferably B2-C1);
Bachelor’s degree, or equivalent experience;
Positive, energetic, enthusiastic attitude;
Strong attention to detail;
Skilled use of the Microsoft Office Suite, e.g. 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.
Employee Benefits – Be well, work well, live well
Be at your physical best & take advantage of additional financial support
Flexible medical & dental subscription plan with Regina Maria;
Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers);
Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;
Discount on Accenture shares through Employee Shares Purchase Plan;
Referral bonus, depending on the career level of the job opening;
Life insurance for you and your loved ones.
Follow your purpose
23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;
Additional private pension plan, starting the second month of employment;
Flexible working hours depending on project specifics;
Access to a wide range of training and development opportunities;
Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats).
Care for you and your loved ones
Psychological and psychotherapy counselling support;
Premium access to well-being apps (Calm and Wysa);
Paid maternity or paternity leave;
Children educational reimbursement;
Support for adoption & psychological, financial and legal sessions for everyone in your household.
At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!
