DELOITTE - Hiring for Customer Support Analyst, Apply now!

DELOITTE - Hiring for Customer Support Analyst, Apply now!

Overview :

Deloitte is looking for a Customer Support Analyst. Interested candidates can apply.




Responsibilities :

  • Customer handling skills – Call etiquette 
  • End to End ticket management
  • Basis ITIL concepts of Incident, problem & change management is a 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 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 an 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 the 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




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
  • Comfortable working in a 24*7 environment




Job location :





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