Customer Support-Analyst | Deloitte Careers | Job Alert | Jobs in Hyderabad 2022
About Company
Deloitte ‘s positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives
Corporate citizenship
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Deloitte is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management and tax services to selected clients. These firms are members of Deloitte Touche Tohmatsu Limited DTTL, a UK private company limited by guarantee.
Each member firm provides services in a particular geographic area and is subject to the laws and professional regulations of the particular country or countries in which it operates. DTTL does not itself provide services to clients. DTTL and each DTTL member firm are separate and distinct legal entities, which cannot obligate each other. DTTL and each DTTL member firm are liable only for their own acts or omissions and not those of each other.
Each DTTL member firm is structured differently in accordance with national laws, regulations, customary practice, and other factors, and may secure the provision of professional services in its territory through subsidiaries, affiliates and/or other entities.
In the United States, Deloitte LLP is the member firm of DTTL. Like DTTL, Deloitte LLP does not provide services to clients. Instead, services are primarily provided by the subsidiaries of Deloitte LLP, including:
- Deloitte & Touche LLP
- Deloitte Consulting LLP
- Deloitte Financial Advisory Services LLP
- Deloitte Tax LLP
Customer Support-Analyst Jobs Description
This position is in charge of providing Service Support for a variety of software applications while maintaining a high level of customer satisfaction, expertise, accuracy, and timeliness. Keep users informed of the status of their Incidents at predetermined intervals. Keeps track of all Incident/Service Request details and serves as the first point of contact for users.
Responsibilities
- 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
Eligibilities
- The ideal candidate should:·
- Comfortable to work in 24*7 environment (rotating shift changes up to every month):
- 5:30 AM – 2:30 PM IST,
- 2:00 PM – 11:00 PM IST
- 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.
- Any Graduate.
- 0-1 year experience.
- Excellent Customer service (Phone / Chat / Emails)
- Excellent spoken English Language proficiency
- Proficient with MS-Office Service
- Now experience preferred
- Exposure to application support, ITIL framework etc.
- Excellent written & verbal skills
- Customer Service experience.
Benefit
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits
How you’ll grow
Our professional development plan at Deloitte focuses on assisting people at all levels of their careers in identifying and utilising their skills to accomplish their best job every day. We believe there is always room to learn, from entry-level staff to senior leaders. We provide opportunity to develop world-class skills as well as hands-on experience in the global, ever-changing business world. From on-the-job training to formal growth,
Programs at Deloitte University provide our workers with numerous options to advance their careers.
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