How you will make an impact:

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation ;
• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution;
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention ;
• Develops and maintains knowledge of customer and customer specific business environment; 
• Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements; 
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training;
• Shares information required for the team to be successful ;
• Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings;
• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures ;
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.
• The role also involves voice support, including handling inbound or outbound calls with employees or stakeholders.

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, ex-pats).

Care for you and your loved ones

• Psychological and psychotherapy counseling support;
• Premium access to well-being apps (Calm and Wysa);
• Paid maternity or paternity leave;
• Children's 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!