Application Support Engineer With Moroccan Arabic And French

Technical Support

The Technical Support provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents. Problem solvers with a people focus, acting as the ongoing interface between the client and the system or application. Dedicated to quality, use communication skills to keep systems running.

Our future colleague will:

• Receives and logs all e-mail/web/phone call and ensures proper documentation
• Performs customer request/problem identification and follows defined procedures to resolve correctly
• Documents verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution
• Follows Reminder procedure to ensure ticket resolution
• Manages tickets assigned in expected SLA
• Manages e-mails/phone calls in expected SLA
• Manages Shared E-mail boxes
• Manages Ticketing Queues

If you are logical, adaptable and have:

• Fluency in client's languages (Moroccan Arabic and French – minimum B2)
• At least Upper Intermediate English (minimum B2)
• Customer Interaction Handling
• Problem Solving & Escalation Management
• Data Quality
• Service Level Agreement understanding/handling
• Organization skills, attention to detail and follow through to resolve any outstanding issues
• Time management and administrative skills
• Written and verbal communication skills: manages internal communications and external/client communications
• Discretion, professionalism, confidentiality and judgment.
• Computer literacy and working knowledge of Microsoft Office
• Fluency in French (minimum B1) is considered a plus

What we offer:

• Access to trainings and materials for different skills (both technical skills and soft skills)
• Sponsorship for certifications
• Access to multiple online learning platforms
• Continuous growth in a positive and multicultural work environment
• Refer-a-Friend – get a bonus in the employee referral program
• Family oriented benefits
• Share purchase plan
• Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more

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.