Escalation Support Representative supports a major client’s escalation processing through professional communications and issue resolutions. Escalation Support Representative receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Escalation Support Representative supports quality assurance efforts and process improvement.

Responsibilities

• Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.
• Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.
• Capture escalations in a tracking log making sure they are completely documented and successfully resolved.
• Central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
• Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.
• Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership
• Provide Customer with resolution in line with agreed KPI’s and/or SLAs.
• Root cause analysis.

Job Qualifications

• 1+ year of experience in the field of customer service/support.
• Fluency in English language.
• Previous logistics experience is an advantage.
• Continuous attention to detail and quality.
• Excellent verbal, written and interpersonal communication skills.
• Benefits:
• We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:
• Career Counselling
• Additional paid time off
• Hybrid working model
• Flexible benefits
• Luxury health & dental insurance
• Life insurance
• Food vouchers
• Fuel card
• Multisport cards
• Employee Assistance Program
• Bonuses for special occasions
• Options to buy shares

Working hours: 6:00-15:00 14:00-23:00 22:00-6:00 Location: Sofia, Bulgaria About Accenture: We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Join Accenture to work at the heart of change.