Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Application Support Team differentiates itself from other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative. Application Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

Work you’ll do

•To assist Deloitte employees with Level 1 financial application issues over the phone, chats and emails in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the interactions, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center.

•Willingness to work in rotational shifts including Weekends.•Avoiding unscheduled absenteeism , failing which will have a serious impact on the employment.

•Use the right tools & knowledge, provide quality of service, and stay current on support changes

•Arrive to work on time and on days scheduled as well as adhering to the schedule provided by WFA (Work Force Administration).

•Treat customers with courtesy and respect by following our Quality Guidelines .

•Follow established process, procedures and member firm polices while maintaining compliance

•Stay current on new deployments and system updates .

•Report potential call drivers to leadership

•Meet provided KPIs – FCR, Schedule Adherence, Quality, CSAT

•Contribute to Knowledge Database and process improvements

•Support Firm Emergency processes

•Maximize availability to support inbound contacts

•Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups

•Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information

•Take initiative and own your career

•Stay current on the tools used to support our customers

The Team:

The Application support team is part of Deloitte’s global shared services Global Contact Center is known for delivering Distinctive Service, providing win-win solutions to our Global Member firms and its clients. We provide world-class support to all our users round the clock and have handled over 5.3 million contacts. By doing so, we’ve built a reputation across the firm and industry for being the Best in Class. Growth is inevitable, and here’s a call for all those hardworking, exceptional performers to join us in this leadership journey.

Qualifications

•Minimum of 1 to 4 years of Call Center experience

•Any Bachelor’s degree required

•Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.

•Excellent people handling skills with expert knowledge of the contact center operations.

•Self-motivated, team player, action and results oriented

•Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledgeand
•Understanding the contact center industry, client relationship, understanding market trends and havea strategic mindset to grow the business and solve problems.

•Ability to perform under pressure

•Willingness to work in rotational shifts including night shifts and working on weekend.

How you’ll grow

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.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

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.

Corporate citizenship

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.