Deloitte Recruitment | Customer Support Analyst

Role Description (Analyst)

This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines. Keep users informed about their Incidents’ status at agreed intervals. Log all Incident/Service Request details & functions as the first point of contact for users.

What you’ll do

· Customer handling skills – Call etiquettes

· End to End ticket management

· Basis ITIL concepts of Incident, problem & change management is must

· Experience in managing voice & non-voice support (Calls, chats & email)

· Adhering to SLAs like response time of an email & chat. ASA for calls & etc.

· Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for entire year. Understanding on above metrics is mandate

· Client value add, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role

· Process incoming service requests, incidents and change requests and formulate appropriate response

· Manage multiple support mailboxes and respond to emails

· Triage and troubleshoot issue(s) reported on all applications.

· Report and record any new defects on all applications.

· Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization

· Troubleshoot and resolve technology related issues on technologies such as MS Office, and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and DPASS)

· Provision user accounts for external (non- Deloitte) client users

Qualifications

The ideal candidate should:

· Comfortable to work in 24*7 environment (rotating shift changes up to every month):

Ø 5:30 AM – 2:30 PM IST,

Ø 2:00 PM – 11:00 PM IST

Ø 9:00 PM – 06:00 AM IST

· Have passion on technical knowledge learning and be a quick learner

· Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner

· Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained

· Have demonstrated ability to work in a fast-paced, dynamic environment, prioritizing work and adjusting to changing business demands

· Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability to structure, organize and synthesize data quickly with the end-user perspective in mind.

· Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.

· Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.

· Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and adhere to strict internal quality assurance processes.

Technical Requirements

• Any Graduate
• 0-1 year experience
• Excellent Customer service (Phone / Chat / Emails)
• Excellent spoken English Language proficiency
• Proficient with MS-Office
• ServiceNow experience preferred
• Exposure to application support, ITIL framework etc.
• Excellent written & verbal skills
• Customer Service experience

Ø Comfortable to work in 24*7 environment

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India