IT Customer Service Analyst with Dutch

ACCENTURE IS KICK-STARTING A PROJECT WITHIN IT SUPPORT TO BE BASED IN OUR
BRAND-NEW OFFICE IN PRAGUE!

 

What you will do :

You will be part of a small Dutch speaking team based in Prague that will
provide technical support concerning IT problems, incidents and queries towards
a client. There will also be the need to liaise with other support teams, or
product teams as required to resolve requests/issues in a timely manner. Focus
in this role will be on customer contact. Key responsibilities will include, but
may not be limited to:

 

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Perform customer request/problem identification and follow defined procedures to
resolve correctly; document troubleshooting efforts and customer information in
data capture tool and, when required, transfer call or promptly notify
responsible party for resolution
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Act as the primary knowledge resource for a product/service and use this
knowledge to raise process and/or procedure improvement opportunities to
supervisor/team lead, and promote client products and services by suggesting
additional or alternative products to meet customer’s needs
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Deliver new hire training/refreshers; recommend enhancements to existing
training content, and assist in the design and creation of relevant training
material
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Demonstrate understanding of the customer’s business needs and maintain high
customer satisfaction
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Follow up on incidents to ensure customer satisfaction; complete outbound
customer contacts to resolve customer issues or recommend products/services,
e.g., request bill payment, follow up on customer issues; complete and resolve
non-call customer contact requests received by mail, web or email
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Identify root causes for customer dissatisfaction and recommend solutions to
improve overall customer satisfaction; take accountability

BASIC QUALIFICATIONS

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Fluency in Dutch and English
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Knowledge of web applications concepts: HTML, HTTP, browser, server
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Knowledge of web services concepts: exposed vs consumed, synchronous vs
asynchronous, XML, XSD
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Experience with Microsoft SQL Server Management Studio and T-SQL basic SELECT
queries
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Troubleshooting of software applications
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University-level diploma (preferably in Computer Sciences)- nice to have
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Willing to develop knowledge in the area of Capital Markets
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Very good communications skills
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Very good interpersonal and teamwork skills
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Patience and attention to details