Job Description

Global Tax & Legal Support

The team provides world-class and round the clock technical support for digital applications to clients and practitioners globally. We currently provide support for 20 priority digital applications which includes "Global Intela" and other global applications.

Role Description (Analyst)

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.

What you'll do

Customer handling skills - Call etiquettes

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 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 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 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 user accounts for external (non- Deloitte) client userS

+ Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users. + Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement.
+ Work with product and development teams to troubleshoot application issues and resolve issues.
+ Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
+ Attend daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.
+ Maintain quality service by establishing and enforcing organizational standards and policies.
+ Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy.
+ Ability to work flexible shifts including some holidays and weekends.
+ Ability to travel as needed (less than 10%)
+ Perform other duties as assigned.
+ Adhering to SLAs like response time of an email & chat. ASA for calls & etc.
+ Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc.
+ Client value addition, 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 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 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 user accounts for external (non- Deloitte) client users
+ Have passion on technical knowledge learning and be a quick learner
+ Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner
+ Initiates and/or implements corrective action as needed, in order 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 consistent 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.

Qualifications

Any Bachelor's degree with knowledge of computer science, computer engineering, technical L1 trouble shooting (or) related field.

0-2 years' experience Excellent Customer service (Phone / Chat / Emails) Excellent spoken English Language proficiency Proficient with MS-Office applications ServiceNow experience preferred Azure experience preferred Exposure to application support, ITIL framework etc. Excellent written & verbal skills Customer Service experience

The ideal candidate should:

Comfortable to work in 247 environment (rotating shift changes up to every month):


Have passion on technical knowledge learning and be a quick learner

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

Initiates and/or implements corrective action as needed, in order 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 consistent 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.

? 5:30 AM - 2:30 PM IST,
? 2:00 PM - 11:00 PM IST


? 9:00 PM - 06:00 AM IST

Technical Requirements:

Any Graduate

0-1 year experience

Excellent Customer service (Phone / Chat / Emails)

Excellent spoken English Language proficiency

Proficient with MS-Office

ServiceNow experience preferred

Exposure to application support, ITIL framework etc.

Excellent written & verbal skills

Customer Service experience

?

Comfortable to work in 24*7 environment

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.

Explore DU: The Leadership Center in India

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Requisition code: 316090