Deloitte is hiring a Customer Support Analyst at the Hyderabad location. The candidates who are eligible can apply for the job through the link below.

Company	Deloitte
Salary	Up to 5 LPA (Expected)
Position	Customer Support Analyst
Qualification	BBA BA BSC BCOM BCA/ Any UG/PG
Location	Hyderabad
Experiences	0 – 1 Year

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Job Role Description

Table of Contents

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.

Job role & Responsbility

Customer handling skills – Call etiquette

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 the set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, &, etc. Zero RED light calls for an entire year. Understanding on above metrics is a 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 an appropriate response

Manage multiple support mailboxes and respond to emails

Triage and troubleshoot the 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 the 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 of user accounts for external (non- Deloitte) client users

Required Qualifications

Have a passion for technical knowledge learning and be a quick learner

Provides customer service support to the organization by obtaining, analyzing, and verifying the accuracy of the information in a timely manner

Initiates and/or implements corrective action as needed, 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 consistently 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.