Posted:
8/25/2024, 10:11:05 PM
Location(s):
Sofia-City, Bulgaria ⋅ Sofia, Sofia-City, Bulgaria
Experience Level(s):
Junior
Field(s):
Customer Success & Support
Duty manager Escalations Support Representative, also known as Tier 2 agent supports a major client’s escalation processing through professional communications and issue resolutions. Duty manager receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Duty Manager Escalations Support Representative supports quality assurance efforts, process improvement and provides Tier I support.
Responsibilities:
Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.
Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.
Capture escalations in a tracking log making sure they are completely documented and successfully resolved.
Central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.
Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership.
Provide Customer with resolution in line with agreed KPI’s and/or SLAs.
Root cause analysis.
1+ year of logistics experience.
Fluency in English language.
Ability to translate customers issues, ask questions, clarify.
Continuous attention to detail and quality.
Experience in customer service and customer excellence; troubleshooting skills.
Excellent verbal, written and interpersonal communication skills.
About Accenture:
Accenture is a leading global professional services company that helps the world's leading
businesses, governments and other organizations build their digital core, optimize their
operations, accelerate revenue growth and enhance citizen services—creating tangible value at
speed and scale. We are a talent- and innovation-led company with 742,000 people serving
clients in more than 120 countries. Technology is at the core of change today, and we are one of
the world's leaders in helping drive that change, with strong ecosystem relationships. We
combine our strength in technology and leadership in cloud, data and Al with unmatched
industry experience, functional expertise and global delivery capability. We are uniquely able to
deliver tangible outcomes because of our broad range of services, solutions and assets across
Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities,
together with our culture of shared success and commitment to creating 3600 value, enable us
to help our clients reinvent and build trusted, lasting relationships. We measure our success by
the 3600 value we create for our clients, each other, our shareholders, partners and
communities. 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.
Website: https://accenture.com/
Headquarter Location: Dublin, Dublin, Ireland
Employee Count: 10001+
Year Founded: 1989
IPO Status: Public
Last Funding Type: Grant
Industries: Business Information Systems ⋅ Construction ⋅ Consulting ⋅ Information Services ⋅ Information Technology ⋅ Infrastructure ⋅ Management Consulting ⋅ Outsourcing