IT Support Analyst with Dutch

Job description

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:

· 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 material
· 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

Desired profile

Qualifications :

·  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 queries
·  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