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.
Apply now and take the first step towards a rewarding career with Deloitte!
Apply Now
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.
Apply now and take the first step towards a rewarding career with Deloitte!
Apply Now