Deloitte Invites Applications From Freshers For The Role Of GLTO – Customer Support Analysts

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Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax, and related services.

Job Designation: Customer Support Analyst

Qualification: Any Graduation

Experience : 0-1 yr

Skill Set :

  • Excellent spoken English Language proficiency
  • Proficient with MS-Office
  • Exposure to application support, ITIL framework etc.
  • Excellent written & verbal skills
  • Customer Service experience
  • Comfortable working in 24*7 environment

Job Description :

  •  Customer handling skills – Call etiquette
  •  End to End ticket management
  • Basis ITIL concepts of Incident, problem & change management is a 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
  • 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
  • Process incoming service requests, incidents, and change requests and formulate an 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
  • 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

LOCATION: HYDERABAD, TELANGANA

APPLY NOW

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