Job Description

Job location: Bucharest, Brasov, Hybrid, Monday to Friday, 09:00-18:00.

Role summary:

Support customers through critical incident management activities, ensuring timely communication, effective escalation handling, and a high-quality support experience. The role focuses on operational excellence, customer satisfaction, and collaboration with technical teams to drive issue resolution and prevention.

Your mission:

• Manage customer escalations and ensure prompt acknowledgment and resolution of support requests.
• Assess business impact, urgency, and risks associated with customer incidents.
• Coordinate communication between customers, support teams, and stakeholders throughout the incident lifecycle.
• Monitor reactive support cases and provide accurate reporting and trending insights.
• Collaborate with engineers to investigate root causes and support continuous service improvement.

Required Qualifications:

• French & English - B2 level.
• Bachelor’s degree or equivalent experience.
• Customer service experience.
• Ability to apply judgment in high-pressure situations with minimal guidance.
• Strong attention to detail.
• Proficiency in Microsoft Office applications, including Word, Outlook, and PowerPoint.
• Strong written communication and comprehension skills.
• Team-oriented approach and effective collaboration skills.

Preferred Qualifications:

• Experience handling customer escalations or incident management activities.
• Understanding of reactive case lifecycle and troubleshooting methodologies.
• Positive, energetic, and customer-focused attitude.

Employee Benefits – Be well, work well, live well

• Private medical and dental coverage through Regina Maria.
• Flexible benefits package via Benefit Online, including vouchers, transportation, wellness, and cultural activities.
• 23 vacation days, with additional days awarded through our loyalty program.
• Additional private pension plan starting from the second month of employment.
• Access to extensive learning, training, and career development opportunities.
• Well-being support, including psychological counseling and premium wellness apps.
• Life insurance coverage for you and your loved ones.
• Flexible working hours, depending on project requirements.

Discover the full range of Accenture benefits here: https://www.accenture.com/ro-en/careers/local/benefits

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.