Deloitte | India Offices of the US

Work you’ll do 

This Job provides voice, chat, email and webforms support to different Deloitte Audit applications. Support is mostly around the firm audit applications which requires effectively providing resolution to complex queries, resolving customer issues / bug fixes and acting as liaison between auditors and engineering teams. Works in a 24*7 support environment demonstrating excellent communication skills. 'This process involves providing Level 1 remote support on Application products / systems. This includes resolution of queries which are of high complexities across multiple geographies. As these are internal applications, the knowledge around resolutions is not available outside Deloitte, therefore members need to clearly understand and comprehend the knowledge available and provide resolution.

Analyst - Roles and Responsibilities

•Answer incoming interactions (calls, webforms, emails, chats and voicemails).•Excellent verbal and written communication skills.•Stay up to date with outage, knowledge update alerts that are communicated on a need basis.•Adhere to contact quality guidelines.•Excellent decision making skills to ensure optimum customer satisfaction.•Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.•Display excellent customer service skills and attitude on each and every interaction.•Constantly strive to meet or exceed the goals/KPIs.•Demonstrate flexibility in working in different shifts . This team works 24x7.•Self-disciplined in order to adhere to the schedule published.•Identify knowledge gaps and submit corrections/updates and new knowledge documents.•Should be able to mentor new hires

Qualifications:

•Minimum of 1 to 3 years of Call Center experience•Any Bachelor’s degree required•Strong interpersonal, facilitation and presentation skills with the ability to interact effectively with people at all organizational levels for the Firm•Self-motivated, team player, action and results oriented

•Excellent organization skills with the ability to multitask. Expert problem solver. Effectively useknowledge

•Ability to negotiate change across organizational boundaries and influence others outside of ownwork group. Adept at networking and building consensus with all levels of management and staff

•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.