Deloitte Jobs for Fresher 2023 | Fresher | 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.

• 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

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

• 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.