Incident Management Associate with Hebrew

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 738,000 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 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 Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

Are you our ideal candidate?
• Fluency in Hebrew and English, both written & spoken;
• Proficient in relevant computer applications (Internet Explorer, Outlook usage, Microsoft Office);
• Verbal and written communication skills;
• Active listening skills;
• Detail-oriented and analytical;
• Positive ‘can-do’ approach;
• Problem solving and analysis;
• Customer service orientation

Description:

• Managing customer and internal engineer escalations while working closely with the Service Delivery Manager.
• Overseeing the reactive landscape end to end and managing any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
• Creating and reviewing Incident Management reports in order to deliver business insights through incident categorization and trend analysis.
• Identifying opportunities for proactive services in order to reduce the frequency and duration of incidents.
• Collaborating with the Critical Escalation Team on any escalations related to customer critical incidents.
• Sending monthly and weekly summary reports of Customer Support usage directly to customers, including details of current status.
• Providing weekly reports of sensitive cases and escalation activities, carried out for review with the Service Delivery Manager.
• Advocating and being customer-centric when engaging internally and externally to drive progression of incidents.
• Using the appropriate escalation routes and tools to ensure the service is delivered in a timely way and at a relevant and accurate standard.
• Participating in team meetings, discussions and other activities in order to share information and support the EMEA Services Team by promoting teamwork and collaboration through a positive attitude.

Our offer
• Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription;
• Access to a global network of knowledge and resources;
• Extensive training through a variety of methods – online, classroom, etc;
• Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
• An experienced Career Counselor to guide you and check on your progress;
• Interesting and challenging work for the world’s leading companies – our clients;
• Professional growth opportunities that recognize individual contributions and performance;