Customer Support Analyst - Technical Service Support Specialist - Deloitte
Join Deloitte as a Customer Support Analyst - Technical Service Support Specialist
Deloitte is a global leader in professional services, providing a wide range of services including audit, tax, consulting, and financial advisory. Our company culture is built on a foundation of innovation, teamwork, and commitment to excellence. We are seeking a highly skilled and motivated Customer Support Analyst - Technical Service Support Specialist to join our team. As a Customer Support Analyst, you will be responsible for providing technical service support to our clients, ensuring high-quality service delivery, and driving customer satisfaction.
What You'll Do
As a Customer Support Analyst - Technical Service Support Specialist at Deloitte, you will play a critical role in delivering exceptional service support to our clients. Your key responsibilities will include:
- Providing technical service support for various software applications, ensuring high-quality service delivery and customer satisfaction.
- Logging and managing incident and service request details, and functioning as the first point of contact for users.
- Troubleshooting and resolving technology-related issues on various applications, including MS Office and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory, and DPASS).
- Managing multiple support mailboxes and responding to emails in a timely and professional manner.
- Triage and troubleshoot issues reported on all applications, and report and record any new defects.
- Communicating with end-users, including external client users, such as Partners, Directors, and Senior Managers from client organizations.
- Provisioning user accounts for external client users.
- Adhering to SLAs, such as response time for emails and chats, ASA for calls, and other metrics.
- Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, and others.
Key Responsibilities
As a Customer Support Analyst - Technical Service Support Specialist, you will be expected to:
- Develop and maintain a deep understanding of our software applications and technical infrastructure.
- Provide timely and effective technical service support to clients via phone, email, chat, and other communication channels.
- Troubleshoot and resolve technical issues, and escalate complex issues to senior support specialists as needed.
- Document and track incidents, service requests, and changes, and maintain accurate records.
- Collaborate with internal teams, such as IT and development, to resolve technical issues and improve service delivery.
- Identify opportunities for process improvements and implement changes to enhance service delivery and customer satisfaction.
Essential Qualifications
To be successful as a Customer Support Analyst - Technical Service Support Specialist at Deloitte, you will need:
- A bachelor's degree in any discipline.
- 0-1 year of experience in customer support, technical support, or a related field.
- Excellent customer service skills, with the ability to communicate effectively with clients and internal teams.
- Strong technical skills, including proficiency in MS Office and experience with IT service management tools, such as ServiceNow.
- Ability to work in a 24/7 environment, with rotating shift changes, including early morning, evening, and night shifts.
- Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues.
- Excellent written and verbal communication skills, with the ability to communicate effectively with clients and internal teams.
Preferred Qualifications
We prefer candidates who have:
- Experience with ITIL framework and application support.
- ServiceNow experience.
- Exposure to Microsoft stack (ASP.NET, C#, Active Directory, and DPASS).
- Experience in managing voice and non-voice support (calls, chats, and emails).
Skills and Competencies
To succeed as a Customer Support Analyst - Technical Service Support Specialist at Deloitte, you will need:
- Strong technical skills, including proficiency in MS Office and experience with IT service management tools.
- Excellent customer service skills, with the ability to communicate effectively with clients and internal teams.
- Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues.
- 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.
- Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
Career Growth Opportunities and Learning Benefits
At Deloitte, we are committed to the growth and development of our professionals. We offer a range of learning and networking opportunities, including:
- Deloitte University (DU), our state-of-the-art, world-class learning center in Hyderabad, India.
- Live classrooms, team-based learning, and eLearning.
- Exposure to leaders, sponsors, coaches, and challenging assignments.
- Opportunities for career advancement and professional growth.
Work Environment and Company Culture
At Deloitte, we offer a dynamic and supportive work environment that encourages collaboration, innovation, and growth. Our company culture is built on a foundation of:
- Innovation and creativity.
- Teamwork and collaboration.
- Commitment to excellence.
- Diversity and inclusion.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package, including:
- Competitive salary.
- Benefits, such as health insurance and retirement savings.
- Perks, such as flexible work arrangements and professional development opportunities.
Conclusion
If you are a motivated and customer-focused professional with strong technical skills, we encourage you to apply for this exciting opportunity as a Customer Support Analyst - Technical Service Support Specialist at Deloitte. Join our team and contribute to delivering exceptional service support to our clients, driving customer satisfaction, and growing your career in a dynamic and supportive work environment.