Customer Support Analyst

About Deloitte

Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands. Their people come together for the greater good and work across the industry sectors that drive and shape today’s marketplace delivering measurable and lasting results that help reinforce public trust in their capital markets, inspire clients to see challenges as opportunities to transform and thrive and help lead the way toward a stronger economy and a healthier society. Deloitte is proud to be part of the largest global professional services network serving its clients in the most important markets. Building on more than 175 years of service, their network of member firms spans more than 150 countries and territories.

Your role

You are responsible for providing Service Support for various software applications, with high 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.

Roles and Responsibilities

• 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 the set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for an entire year. Understanding on above metrics is a mandate
• Client value add prioritisation 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 an appropriate response
• Manage multiple support mailboxes and respond to emails
• Triage and troubleshoot the 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 the client organisation
• 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 of user accounts for external (non- Deloitte) client users

Training, development & rotations

As an employee at Deloitte, your career milestone programs boost talent leadership ambitions and equip you with the capabilities to lead and succeed tomorrow. Through programs, you are encouraged to learn new ways of 'thinking' and 'doing' and inspired to lead teams and clients with empathy. Your learning and development journey at Deloitte is about getting your best and developing you as the top talent through their training programs. You will aspire and be inspired to thrive for the better with their innovative learning solutions.

Salary & benefits

The average annual salary for an Analyst ranges from around INR 4.5 to 7.2 Lakhs (Source: Ambition Box). In addition to salary, Deloitte employees have reported the following benefits:

• Medical Benefits
• Dental Benefits
• Vision Benefits
• Flexible Spending Accounts - Health Care and Dependent Care
• Life and Accidental Death & Dismemberment Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance

Career progression

In addition to ongoing on-the-job training, the company also offers employees an extensive array of continuing education courses and workshops designed to enhance their current skill set or prepare them for new positions within the organization. The company offers executive education programs, online learning courses, conferences, seminars, and workshops.

Work-life balance

Deloitte provides a good work-life balance by providing a flexible work environment. Deloitte professionals want a variety of options in the way they work that allow for personal choice, flexibility, and predictability. The company operates five days a week. 

Culture & vibe

Deloitte has a culture that is open, collaborative, and inclusive. Their employees are encouraged to think creatively, challenge the status quo, develop their career aspirations and contribute to their global community of professionals.

About You

To apply for this position, you must have,

• Have a passion for technical knowledge learning and being a quick learner
• Provides customer service support to the organisation by obtaining, analysing and verifying the accuracy of the 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, prioritising work and adjusting to  changing business demands
• Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability to structure,  organise and synthesise data quickly with the end-user perspective in mind.
• Enthusiastic self-starter with a can-do attitude, delivering a consistently 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, prioritise and multitask work assignments, take ownership and adhere to strict internal quality assurance processes

Technical Requirements

• 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

Qualifications

The ideal candidate should have

• Any Graduate. 
• 0-1 year of experience
• Comfortable working in a 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

How to apply

To apply for this role, just click on the Apply button, which navigates to the career section where the application can be submitted easily.