Offer summary

Qualifications:

Fluency in Italian (minimum B2) and Upper Intermediate English (minimum B2), Strong problem-solving and escalation management skills, Excellent organizational skills and attention to detail, Proficient in Microsoft Office and computer literacy..

Key responsabilities:

Receive and log customer requests via email, web, or phone and ensure proper documentation

Identify and resolve customer problems following defined procedures

Manage tickets and emails within expected service level agreements (SLA)

Liaise with other support teams to ensure timely resolution of issues.

Job description

Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.

We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

The Technical Support provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents.

Problem solvers with a people focus, acting as the ongoing interface between the client and the system or application. Dedicated to quality, use communication skills to keep systems running.

Our future colleague will:

Receive and log all e-mail/web/phone call and ensures proper documentation
Perform customer request/problem identification and follows defined procedures to resolve correctly
Document verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution
Follow Reminder procedure to ensure ticket resolution
Manage tickets assigned in expected SLA
Manage e-mails/phone calls in expected SLA
Manage Shared E-mail boxes
Manage Ticketing Queues

What will help you succeed:

Fluency in client’s language (Italian – minimum B2)
At least Upper Intermediate English (minimum B2)
Customer Interaction Handling
Problem Solving & Escalation Management
Data Quality
Service Level Agreement understanding/handling
Organization skills, attention to detail and follow through to resolve any outstanding issues
Time management and administrative skills
Written and verbal communication skills: manages internal communications and external/client communications
Discretion, professionalism, confidentiality and judgment.
Computer literacy and working knowledge of Microsoft Office

What we offer:

Access to trainings and materials for different skills (both technical skills and soft skills)
Sponsorship for certifications
Access to multiple online learning platforms
Continuous growth in a positive and multicultural work environment
Refer-a-Friend – get a bonus in the employee referral program
Family oriented benefits
Share purchase plan
Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

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.

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