Deloitte || Tech Support – Analyst – HYD ||Apply Now
Job Description:
- Manage premium level support for tax applications via email, phone and chat for both internal and external users.
- Maintain a customer-focused culture and foster a culture of continuous improvement and employee engagement.
- Collaborate with product and development teams to troubleshoot application issues.
- Regularly monitor queues to ensure prioritization and customer wait times meet our SLAs.
- Attend daily support meetings to communicate trends and policies, answer questions, and gather user feedback for improvement requests and deficiencies.
- Maintain quality of service by establishing and enforcing company standards and policies.
- Assist support leadership in organizing, planning and implementing support strategy for Tax Transformation.
- Ability to work flexible shifts, including some holidays and also in weekends.
- Ability to travel as needed (less than 10%)
- Completion of other assigned tasks.
- Meet SLAs such as email and chat response time, ASA for calls, etc.
- Meeting established standards related to metrics such as C- SAT, AHT, FCR, schedule adherence, escalation threshold, quality outcomes, etc.
- Adding value to the customer, prioritizing issues, VIP support, and calculating business impact are the basic expectations of the person who would work in this role
- Handle incoming service requests, incidents and change requests and formulate appropriate responses
Moreover—- Tech Support
- Manage multiple support mailboxes and respond to emails
- Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
- Ability to work to strict deadlines, prioritize and distribute work assignments, accept responsibility, and also adhere to rigorous internal quality assurance processes.
- Triage and as well as resolve issues reported for all applications.
- Reporting and recording all new errors in all applications.
- Communicate with end users, including external (non-Deloitte) client users, including contacting partners, directors, and also senior executives of the client organization
- Troubleshoot technology related issues with technologies such as MS Office and custom applications primarily based on the Microsoft stack (ASP.NET, C#, Active Directory and DPASS)
- Creation of user accounts for external (non-Deloitte) users
- Passion for learning technical skills and quick comprehension skills
- Provide customer service to the business by obtaining, analyzing, and verifying accuracy of information in a timely manner
- Initiates and/or implements corrective actions as needed to ensure excellent service standards and as well as high levels of customer satisfaction are maintained
- Proven ability to work in a fast-paced, dynamic environment, prioritizing and adapting to changing business needs
- Exceptional attention to detail, relevance, authenticity and also accuracy of information gathered; ability to quickly structure, organize and summarize data with the end user’s perspective in mind.
- Enthusiastic self-starter with a “can-do” attitude that enables consistently high levels of performance.
Technical Requirements:
- Bachelor’s degree in Computer Science, Computer Engineering or related field.
- 0–2 years of experience
- Excellent customer service skills (phone/chat/emails)
- Excellent command of written and spoken English
- Proficient with MS -office applications
- ServiceNow experience preferred.
- Azure experience preferred.
- Experience with application support, ITIL framework, etc.
- Excellent written and verbal skills
- Customer service experience
About the team:
Our team consists mainly of three pillars: INNOVATION – TRANSFORMATION – MONITORING.
Each pillar is interconnected, where TRANSFORMATION focuses mainly on content and as well as technology adoption and we are committed to combining technology and methodology with the use of internal tools and collaborating with the innovation pillar to continuously improve our audit tools.
INNOVATION strives to develop smarter, better and as well as different solutions with continuous improvements to serve our clients with innovative technologies that facilitate their work.
MONITORING aims to facilitate leadership, provide partners, directors and engagement teams with clear insight into the status and as well as progress of quality initiatives, the level of adoption of transformation and innovation tools and processes, and performance and standardization at NSE and geographic levels to drive and accelerate the transformation process and as well as make the audit more efficient, higher quality and more interactive.
How you’ll grow:
- At Deloitte, we have invested heavily in creating a diverse environment in which our employees can grow.
- Moreover, We want all of our people to develop in their own way and play to their own strengths as they hone their leadership skills.
- As part of our efforts, we provide our professionals with a variety of learning and as well as networking opportunities – including exposure to leaders, sponsors, coaches and challenging assignments – to accelerate their careers.
- No two people learn in exactly the same way.
- That’s why 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 Deloitte College (DU) in Westlake, Texas, and as well as is a tangible symbol of our commitment to the growth and development of our people.
