DELOITTE OFF CAMPUS DRIVE - Customer Support-Analyst-Hyderabad-Fresher - Mystcon

DELOITTE OFF CAMPUS DRIVE - Customer Support-Analyst

JOB DESCRIPTION :

This position is responsible for providing service support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timeliness. Keep users informed of the status of their incidents at agreed  intervals. Document all incident/task details and tasks as the first point of contact for staff.

ROLES AND RESPONSIBILITY :

• Customer Handling Skills - Call Etiquettes
• End-to-end ticket management
• ITIL's core concepts of incident, problem and change management are important
• Experience with voice management and non-voice support (call, chat and email)
• Ensure SLAs such as email and chat response times. ASA for calls & etc. Decisions are based on established standards and parameters such as C-SAT, AHT, FCR, adherence to schedules, thresholds, quality scores, etc. Zero calls RED lights for the whole year. Understanding the above measurements is mandatory
• Adding customer value, prioritizing, VIP support and calculating business impact are the main expectations of the person who will work in this role.
• Process incoming service requests, events and change requests and design appropriate responses
• Manage multiple support mailboxes and respond to emails
• Process and solve problems reported in all applications.
• Report and record any new errors in all applications. Communicate with end users, including external client users (non-Deloitte), this includes contacting partners, directors and senior management of the client organization
• Troubleshoot and resolve technology related issues on technologies such as MS Office and custom applications primarily on the Microsoft stack (ASP.NET, C#, Active Directory and DPASS)
• Provision user accounts for external (non-Deloitte) users

COMPANY REQUIREMENTS :

• Have a passion for learning technology and be a quick learner
• Serves customers and organizations by obtaining, reviewing and verifying the accuracy of information in a timely manner 
• Initiates and/or implements corrective actions as necessary, to ensure quality service levels and high levels of customer satisfaction. 
• Demonstrated ability to work in a dynamic, fast-paced environment, prioritize tasks and adapt to business changes. 
• Pay special attention to the detail, relevance, accuracy and validity of the information collected; ability to quickly process, organize and synthesize data taking into account the end user's perspective.
• Enthusiastic autodidact with a positive attitude, always delivering high performance. Exceptional attention to detail and willingness to work in a demanding, results-oriented global business environment with often changing needs.
• Ability to work to tight deadlines, prioritize and multi-task, independently and adhere to internal assurance procedures.

TECHNICAL REQUIREMENTS :

• Excellent customer service (phone/chat/email)
  
• The best command of the spoken English language
  
• Proficiency in MS Office
• Current Work Experience preferred
• Exposure to application support, ITIL framework, etc.
  
• Excellent written and verbal skills
• Customer service experience
• It is good to work in a 24/7 environment

Position:            

Customer Support-Analyst

 

Salary:                     

3.2 - 5* LPA         

 

Degree:              

Any Graduate   

 

Stream:              

Any Stream

Batch:                 

20/21/2022

Experience:       

0 - 1 Years

Location :

Hyderabad, Telangana, India

Click Here to Apply - DELOITTE OFF CAMPUS DRIVE

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