[Hiring] Service Desk Associate with Italian @Accenture

Role Description

• 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 specific business environment.
• Develops and maintains an understanding of customer Service Level Agreements and department’s/product’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.

Qualifications

• 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
• Good technical aptitude with an ability to learn quickly
• Fluent in Italian language
• Upper Intermediate English level
• Time management and administrative skills
• Written and verbal communication skills: manages internal communications and external/client communications
• Discretion, professionalism, confidentiality and critical judgment
• Computer literacy and working knowledge of Microsoft Office
• Ability to operate office equipment (printer, phone, photocopier, etc.)
• Team player with interpersonal and conflict management skills
• Self-Motivated, positive attitude and approach.
• Flexibility to take on additional responsibility and tasks when required.

Benefits

• Home working and flexible working hours
• Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)
• Training packages in various technologies with certifications, language courses
• Over-time work and on-call compensation
• International teams and multilingual environment