Incident Management + InApp Associate with English and French/German/Italian/Spanish

WHO WE ARE:

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. We offer solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. In Poland Accenture has offices in Warsaw, Kraków, Gdańsk, Łódź, Wrocław and Katowice. They employ more than 8,600 staff. To learn more visit our website: accenture.com

Accenture Operations helps clients achieve new value and productivity from their business processes by applying analytics, process acumen and industry expertise to the transactional data and processes we manage and operate on our clients’ behalf.

THE WORK:

• Analyze & Resolve Technical Issues – Conduct root cause analysis on customer issues within the IoT domain, utilizing diagnostic tools and technical expertise to ensure effective resolution.

• Provide High-Quality Customer Support – Address and resolve customer complaints promptly, delivering top-tier service while adhering to agreed timelines and quality standards.

• Respond to Customer Feedback – Review customer feedback from assigned markets, provide follow-up guidance where applicable, and ensure that customers receive clear, helpful responses to their concerns.

• Categorize and Monitor Feedback Trends – Classify feedback based on issue type, maintain detailed statistics on recurring problems, and identify patterns that could indicate broader technical or process-related issues.

• Collaborate with Stakeholders – Facilitate communication with interface partners and internal teams, managing complex technical discussions and ensuring resolution is aligned across all involved parties.

• Enhance Knowledge Management – Update and maintain the client knowledge base with accurate solutions, troubleshooting documentation, and process improvements to support continuous learning.

• Drive Continuous Improvement – Leverage feedback analysis and issue trends to suggest enhancements that improve system stability, customer experience, and support efficiency.

• Work as a Team – Actively cooperate with your team and cross-functional stakeholders to align on priorities, share insights, and deliver seamless customer service.

The work location for this role includes a mix of working remotely and in an Accenture office in Warsaw (50/50 hybrid model).

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Qualifications

HERE’S WHAT YOU’LL NEED:

• Adaptability & Multitasking – Proven ability to quickly learn new skills, manage multiple tasks efficiently, and confidently navigate dynamic work environments.

• Data & Reporting Expertise – Knowledge of report generation, data sorting, and analysis. Strong technical aptitude, and familiarity with log data analysis, JSON, and XML.

• Language & Communication Skills – Fluency in English (C1) and French/Italian/Spanish/German (C1), excellent communication and presentation skills, and a proactive approach to problem-solving.

• Time Management & Assertiveness – Ability to prioritize tasks effectively, manage time efficiently, and confidently engage with stakeholders to drive resolutions.

• Technical & System Knowledge – Nice to have an experience with ticketing systems (Salesforce preferred) and tools like Tablou

WHAT WE OFFER?

• Flexible working hours suitable for students. The position includes one shift per week from 9:00 AM to 5:00 PM, one shift from 10:00 AM to 6:00 PM, and one week shift every 2-3 months from 12:00 PM to 8:00 PM. On other days, working hours are flexible (paid with 10% base salary bonus).

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.

• A wide training package (soft, technical, and language training offers, access to e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).

• Employee Assistance Program - legal, financial, and psychological consultations.

• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.

• Paid employee referral program.

• Private medical care (Luxmed or Medicover), life insurance.

• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).

WHAT WE BELIEVE:

• Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

• All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

• Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.