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

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, military veteran status, sexual orientation, gender identity or expression, genetic information, 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.