How you’ll make an impact:

• ​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;
• 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.

Employee Benefits – Be well, work well, live well

Be at your physical best & take advantage of additional financial support

• Flexible medical & dental subscription plan with Regina Maria;
• Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers);
• Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;
• Discount on Accenture shares through Employee Shares Purchase Plan;
• Referral bonus, depending on the career level of the job opening;
• Life insurance for you and your loved ones.

Follow your purpose

• 23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;
• Additional private pension plan, starting the second month of employment;
• Flexible working hours depending on project specifics;
• Access to a wide range of training and development opportunities;
• Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats).

Care for you and your loved ones

• Psychological and psychotherapy counselling support;
• Premium access to well-being apps (Calm and Wysa);
• Paid maternity or paternity leave;
• Children educational reimbursement;
• Support for adoption & psychological, financial and legal sessions for everyone in your household.

At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!