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Role: Global Tax and Legal - Digital Support Analyst

This position is for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines.

You need to keep users informed about their Incidents’ status at agreed intervals. 

Log all Incident/Service Request details and functions as the first point of contact for users.


Responsibilities: 

  • Customer handling skills – Call etiquettes 
  • End to End ticket management support
  • Basis ITIL concepts of Incident, problem & change management is must
  • Experience in managing voice & non-voice support (Calls, chats & email) is preferable
  • You need to adhere to SLAs like response time of an email & chat. ASA for calls & etc.
  • You have to perform 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 & record any new defects on all applications.
  • You need to communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization
  • You need to 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

Qualifications: 

Any Graduate

0-1 Years Experience

Excellent Customer Support

Good communication skill & computer knowledge

Customer service experience is preferable


Timings:

5:30 AM – 2:30 PM IST,
2:00 PM – 11:00 PM IST
9:00 PM – 06:00 AM IST


How to Apply :

Step: 1 - Check the links below

Step:2 - Read the job description Carefully 

Step:3 - Fill you personal and academic details

Step:4 - Review and Submit Application

Apply here : Click here to Apply


Note: Please make a note that the information we provide you is just informative and we request you to please check official websites of the respective organization before applying for any job. We don't ask you to pay any money and if anyone is asking money for giving you a job, please don't pay. You are completely responsible for your actions and this is just informative and maybe helpful for your career.





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