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.
Every day is a process of growth, being responsible of :
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
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
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.
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
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Skills that make your work successful :
Swedish 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, e.g. 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
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.