IT Customer Service Analyst with Dutch

Accenture Services, s.r.o.

Place of work
The Capital Prague
Contract type

Information about the position

Job description, responsibilities and duties



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:


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
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
Deliver new hire training/refreshers; recommend enhancements to existing
training content, and assist in the design and creation of relevant training
Demonstrate understanding of the customer’s business needs and maintain high
customer satisfaction
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
Identify root causes for customer dissatisfaction and recommend solutions to
improve overall customer satisfaction; take accountability


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

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination

Language skills

English - Upper intermediate (B2)


Brief description of the company

Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Number of employees

1000 an more employees

Company address

Accenture s.r.o. Finance department
V Parku 12
148 00 Praha
ID: 3532958   Dátum zverejnenia: 7.11.2018   Pracovná ponuka je prevzatá z inej stránky alebo zdroja.