Incident Management + InApp Associate
with English and French/German/Italian/Spanish
Incident Management + InApp Associate with English and French/German/Italian/Spanish
THE WORK:
- Analyze & Resolve Technical Issues – Conduct root cause analysis on customer issues within the IoT domain, utilizing diagnostic tools and technical expertise to ensure effective resolution.
- Provide High-Quality Customer Support – Address and resolve customer complaints promptly, delivering top-tier service while adhering to agreed timelines and quality standards.
- Respond to Customer Feedback – Review customer feedback from assigned markets, provide follow-up guidance where applicable, and ensure that customers receive clear, helpful responses to their concerns.
- Categorize and Monitor Feedback Trends – Classify feedback based on issue type, maintain detailed statistics on recurring problems, and identify patterns that could indicate broader technical or process-related issues.
- Collaborate with Stakeholders – Facilitate communication with interface partners and internal teams, managing complex technical discussions and ensuring resolution is aligned across all involved parties.
- Enhance Knowledge Management – Update and maintain the client knowledge base with accurate solutions, troubleshooting documentation, and process improvements to support continuous learning.
- Drive Continuous Improvement – Leverage feedback analysis and issue trends to suggest enhancements that improve system stability, customer experience, and support efficiency.
- Work as a Team – Actively cooperate with your team and cross-functional stakeholders to align on priorities, share insights, and deliver seamless customer service.
The work location for this role includes a mix of working remotely and in an Accenture office in Warsaw (50/50 hybrid model).
With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.
HERE’S WHAT YOU’LL NEED:
- Adaptability & Multitasking – Proven ability to quickly learn new skills, manage multiple tasks efficiently, and confidently navigate dynamic work environments.
- Data & Reporting Expertise – Knowledge of report generation, data sorting, and analysis. Strong technical aptitude, and familiarity with log data analysis, JSON, and XML.
- Language & Communication Skills – Fluency in English (C1) and French/Italian/Spanish/German (C1), excellent communication and presentation skills, and a proactive approach to problem-solving.
- Time Management andamp; Assertiveness – Ability to prioritize tasks effectively, manage time efficiently, and confidently engage with stakeholders to drive resolutions.
- Technical &System Knowledge – Nice to have an experience with ticketing systems (Salesforce preferred) and tools like Tablou
WHAT WE OFFER?
- Flexible working hours suitable for students. The position includes one shift per week from 9:00 AM to 5:00 PM, one shift from 10:00 AM to 6:00 PM, and one week shift every 2-3 months from 12:00 PM to 8:00 PM. On other days, working hours are flexible (paid with 10% base salary bonus).
- Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.
- A wide training package (soft, technical, and language training offers, access to e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).
- Employee Assistance Program - legal, financial, and psychological consultations.
- Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.
- Paid employee referral program.
- Private medical care (Luxmed or Medicover), life insurance.
- Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).
What we can offer
- Inclusion&Diversity in practice in truly multinational enviroment
- Eco-friendly offices
- Cooperation with globally recognized Clients and access to the latest technology solutions
- Online and classroom trainings to master your skills
- Onboarding program and dedicated Buddy
- Unique community with sport, volunteering activites and outings
- Access to MyBenefit platrofm
- Multisport and lunch card
- Private medical care and life insurance
- Referral program with bonuses for referring new employees
- Modern office in the city center of Warsaw
- Chill room, game room, library and coffee-breaks at terrace
Customer Service, BPO/SSC
English, French, German, Italian, Spanish
