Italian Technology Support Engineer
Accenture in the Philippines
Date: 3 weeks ago
City: Taguig
Contract type: Full time
Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Summary: As a Technology Support Engineer, you will engage in resolving incidents and problems across various business system components, ensuring operational stability. Your typical day will involve collaborating with team members, vendors, and service management teams to analyze and resolve issues effectively. You will also create and implement Requests for Change and update knowledge base articles to enhance troubleshooting processes. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in the development and implementation of best practices for incident management. - Monitor system performance and troubleshoot issues proactively. - Provide training and support to team members on new processes and tools. - Document all incidents and resolutions in the knowledge base for future reference. Professional & Technical Skills: - Required Skill: Expert proficiency in Salesforce Service Cloud. - Additional Must To Have Skills: Proficiency in Italian Language. - Strong understanding of customer service principles and practices. - Experience with incident management tools and ticketing systems. - Ability to analyze complex problems and develop effective solutions. - Familiarity with cloud-based technologies and their applications. Additional Information: - The candidate should have minimum 1 year of experience in Salesforce Service Cloud. - This position is based at our Manila office. - Must have Italian skill. Minimum 1 year(s) of experience is required
Summary: As a Technology Support Engineer, you will engage in resolving incidents and problems across various business system components, ensuring operational stability. Your typical day will involve collaborating with team members, vendors, and service management teams to analyze and resolve issues effectively. You will also create and implement Requests for Change and update knowledge base articles to enhance troubleshooting processes. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in the development and implementation of best practices for incident management. - Monitor system performance and troubleshoot issues proactively. - Provide training and support to team members on new processes and tools. - Document all incidents and resolutions in the knowledge base for future reference. Professional & Technical Skills: - Required Skill: Expert proficiency in Salesforce Service Cloud. - Additional Must To Have Skills: Proficiency in Italian Language. - Strong understanding of customer service principles and practices. - Experience with incident management tools and ticketing systems. - Ability to analyze complex problems and develop effective solutions. - Familiarity with cloud-based technologies and their applications. Additional Information: - The candidate should have minimum 1 year of experience in Salesforce Service Cloud. - This position is based at our Manila office. - Must have Italian skill. Minimum 1 year(s) of experience is required
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