Incident Management with Finnish

Angajator: Accenture
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 30.09.2022
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    Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.


    If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

    Here, you’ll match your ingenuity with the latest technology to make incredible things.

    The Incident Management Officer acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:

    Represent the customer’s business impact
    Support the end to end problem resolution
    Problem identification against the case portfolio

    As a trusted account team member, the Incident Management Officer owns the positive outcome for our Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.

    Skills that make your work successful:

    Finnish upper-intermediate (preferably B2-C1)
    Strong English written and verbal communication skills
    Preferred 3 years of customer experience
    Bachelor’s degree, or equivalent experience
    Positive, energetic, enthusiastic attitude
    Strong attention to detail
    Skilled use of the Microsoft Office Suite, . Word, Outlook, PowerPoint, etc.
    Ability to apply judgement in high pressure situations with minimal external guidance
    Strong ability to comprehend written communications
    Strong communicator and a great team player


    Every day is a process of growth, being responsible of:

    Relationship Management:

    Know the customer and understand our customer’s expectations with their reactive support experience
    Focus on critical issues to ensure customer satisfaction
    Set proper expectations with customers for support

    Proactive management of reactive experience:

    Acknowledge and respond to customers' requests promptly
    Anticipate risk and escalations based on customer context

    Escalation Handling:

    Handle high-risk escalations and gather/analyze information as needed to support the customer
    Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
    Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

    Incident Administration:

    Monitor reactive cases owned by internal support organizations
    Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

    Critical Thinking:

    Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
    Establish a customer obsession approach that puts the customer and the customer operational health in the center
    Understanding of reactive case lifecycle and troubleshooting methodology

    How we truly care:

    Follow a journey of success. Learn, innovate, invest in yourself and make a step forward, closer to your life goals.
    Travel virtually around the globe, working in a diverse and multicultural environment.
    Benefit from health insurance and support from a mental health therapist, to keep your life balanced.
    Have fun while working, participating in internal company events, sports activities and community initiatives.
    Save money doing the things you love, having access to different discounts on products and services.
    If you love vacations, joyful moments, and volunteering, (as we do) you have access to travel vouchers, volunteering opportunities and lots of fun alongside Accenture team.
    Enjoy other personalized benefits package, including meal vouchers, public transportation, private pension, life insurance, gym, additional vacation days.

    For us, you are Truly Human. Join our Accenture Team and get along in a lifetime journey!

    RO: Acest job este deschis si candidatilor din Ucraina;
    EN: This job is open to candidates from Ukraine;