Incident Management Associate

Job Description:

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! Our mission is to empower our customers and partners as they realize their fullest potential in a mobile-first, cloud-first world. Key to transformative customer solutions is building and maintaining world-class operations. Our charter is to build a people and process capability that enables our sales and delivery teams to execute with confidence and achieve more for our customers. Our priorities are to deliver valuable services and insights, identify and solve for simplification opportunities, and plan and deliver new operational motions to accelerate our digital transformation.

Role Responsibilities

* Relationship Management
* Understand customer expectations and focus on critical issues.
* Set proper support expectations with customers.
* Proactive Management of Reactive Experience
* Respond promptly to customer requests.
* Anticipate risks and escalations.
* Escalation Handling
* Manage high-risk escalations and analyze information.
* Establish clear communication channels with customers.
* Critical Thinking
* Investigate issues with engineers to understand root causes.
* Adopt a customer-centric approach.
* Incident Administration
* Monitor reactive cases and ensure accurate reporting.
* Enable conversations and planning for customer operational health.

Required:
* 1 to 3 years of experience in supporting enterprise technologies or equivalent.
* Customer Service experience.
* High School's degree
* Strong English / Portuguese written and verbal communication skills (B2).
* Strong attention to detail.
* Excellent at multi-tasking & task prioritization.
* Skilled use of the Microsoft Office Suite, e.g., Word, Outlook, PowerPoint, etc.
* Ability to apply judgment in high-pressure situations with minimal external guidance.
* Strong ability to comprehend written communications.
* Experience with global customers or shared service centers required.

Preferred:
* Understanding of reactive case lifecycle and troubleshooting methodology.
* Track record in successfully coordinating activities that involve cross-team of internal/external contacts.
* ITIL Foundation™ certified (or equivalent).
* Demonstrated experience managing tasks in high-stress or fast-paced environments

About AccentureAccenture 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 approximately 791,000 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 AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent 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.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities