Application Support Engineer with German

Accenture•Cluj-Napoca, VA

About The Position

Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world. We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives. We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth. In Accenture Technology, we investigate and explore new technologies to determine how our clients can use them – helping their business innovate, grow and improve. The Application Support Engineer provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents. Problem solvers with a people focus, acting as the ongoing interface between the client and the system or application. Dedicated to quality, use communication skills to keep systems running. Our future colleague will: Receives and logs all e-mail/web/phone call and ensures proper documentation Performs customer request/problem identification and follows defined procedures to resolve correctly Documents verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution Follows Reminder procedure to ensure ticket resolution Manages tickets assigned in expected SLA Manages e-mails/phone calls in expected SLA Manages Shared E-mail boxes Manages Ticketing Queues If you are logical, adaptable and have: Fluency in client’s language (German – minimum B2) At least Upper Intermediate English (minimum B2) Customer Interaction Handling Problem Solving & Escalation Management Data Quality Service Level Agreement understanding/handling Organization skills, attention to detail and follow through to resolve any outstanding issues Time management and administrative skills Written and verbal communication skills: manages internal communications and external/client communications Discretion, professionalism, confidentiality and judgment. Computer literacy and working knowledge of Microsoft Office What we offer: Access to trainings and materials for different skills (both technical skills and soft skills) Sponsorship for certifications Access to multiple online learning platforms Continuous growth in a positive and multicultural work environment Refer-a-Friend – get a bonus in the employee referral program Family oriented benefits Share purchase plan Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more 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 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, sexual orientation, gender identity or expression, 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. At the heart of every great change is a great human. Every day our People of Change are doing incredible things by working together to pursue our shared purpose–to deliver on the promise of technology and human ingenuity. Come be part of our team–bring your ideas, ingenuity and determination to make a difference, and we’ll solve some of the world’s biggest challenges. Around the globe, we work with exceptional people, the latest and greatest tech and leading companies across industries to create value for our clients, people and communities. Choose a career with us, and together, let's create positive, long-lasting value. Meet our exceptional people who are living their purpose and making a real, lasting, positive difference. EXPLORE #CAREERSAZ

Requirements

Fluency in client’s language (German – minimum B2)
At least Upper Intermediate English (minimum B2)
Customer Interaction Handling
Problem Solving & Escalation Management
Data Quality
Service Level Agreement understanding/handling
Organization skills, attention to detail and follow through to resolve any outstanding issues
Time management and administrative skills
Written and verbal communication skills: manages internal communications and external/client communications
Discretion, professionalism, confidentiality and judgment.
Computer literacy and working knowledge of Microsoft Office

Responsibilities

Receives and logs all e-mail/web/phone call and ensures proper documentation
Performs customer request/problem identification and follows defined procedures to resolve correctly
Documents verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution
Follows Reminder procedure to ensure ticket resolution
Manages tickets assigned in expected SLA
Manages e-mails/phone calls in expected SLA
Manages Shared E-mail boxes
Manages Ticketing Queues

Benefits

Access to trainings and materials for different skills (both technical skills and soft skills)
Sponsorship for certifications
Access to multiple online learning platforms
Continuous growth in a positive and multicultural work environment
Refer-a-Friend – get a bonus in the employee referral program
Family oriented benefits
Share purchase plan
Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more

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