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!