GTLO-Customer Support Analyst | Deloitte USI Off-campus Drive | Any Graduate 2018-21 | Hyderabad
Global Tax & Legal Support
The team provides world-class and round-the-clock technical support for digital applications to clients and practitioners globally. We currently provide support for 20 priority digital applications which includes “Global Intela”.
Position – Customer Support 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.
| Job Title – | Customer Support Analyst |
| Company – | Deloitte USI |
| Description – | DeloitteOff-campus Drive 2022 |
| Employment Type – | Full Time |
| Work Location – | Hyderabad, Telangana India |
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Roles & Responsibilities for Customer Support Analyst:
- Customer handling skills – Call etiquette.
- 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 sthe et standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, etc. Zero RED light calls for ean ntire 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 ithe ssue(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 of user accounts for external (non- Deloitte) client users.
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Required Qualifications :
The ideal candidate should:
- Working Shifts and Environment:
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 ithe nformation 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 for Customer Support Analyst:
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 to work in 24*7 environment
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Growth at Deloitte :
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
Benefits & Perks
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
We believe that to be an undisputed leader in professional services, we should equip you with the resources that can make a positive impact on your well-being journey. Our vision is to create a leadership culture focused on the development and well-being of our people. Here are some of our benefits and programs to support you and your family’s well-being needs.
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Our 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. Learn more about Life at Deloitte.
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Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. Learn more about Life at Deloitte.
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Finding the right job and preparing for the recruitment process can be tricky. Check out tips from our Deloitte recruiting professionals to set yourself up for success. Check out recruiting tips from Deloitte recruiters. Learn more about Life at Deloitte.
Our people and culture:
Our people and our culture make Deloitte a place where leaders thrive. Get an inside look at the rich diversity of backgrounds, education, and experiences of our people. What impact will you make? Be inspired by the stories of our people. Learn more about Life at Deloitte.
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- Number of interview rounds: 2
- Mode of interview: Telephonic/F2F/Virtual
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