Job
Description
Roles and Responsibilities
ISS Technology (USI)
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Technology Team differentiates itself from other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative. Technology Team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.
Work youll do
To assist Deloitte employees with technology problems over the phone in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by teams outside the CallCenter. Our customers are very computer literate, and accuracy of information is a high priority.
- Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-servicetickets, chats and voicemail) with end users.•Analyze and resolve incidents and service requests regarding use of application software orhardware.•Document every incident and support request in the CRM tool and ensure the tickets are closed or escalatedas appropriate.•Should have basic knowledge about computer software and hardware.•Should stay informed about ongoing issues/outages, changes in environment that are communicated viaemail and other channels regularly.•Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First CallResolution, and Schedule Adherence and participate in individual/group coaching sessions.•Create a positive customer support experience and build strong relationships through deep problemunderstanding with a consummately professional attitude.•Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.•Should be a quick learner and team player.•Should be flexible to work in different shifts as ISS-Technology works 24 x 7.•Avoid unplanned time off from work as this would have major impact on our business. Excessive unplannedabsence may result in disciplinary actions including termination of your services.•Adheres to Code of Ethics, Vision, Mission and Core Values.
The team
Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients.
Qualifications
Required:
Excellent written, verbal, listening, analytical and logical skills.•Easily grasp and communicate complex ideas.•Excellent problem solving skills.•Knowledge of MS Office 2016 including Outlook, Exchange Servers, Office 365•Knowledge of computer Hardware and Software troubleshooting.•Knowledge of Operating Systems like Window 7, 8,8.1 and 10 & Mac•Knowledge of Network and Internet troubleshooting•Knowledge of PDA (mobile devices) Setup & troubleshooting•Knowledge of Active Directories
How you’ll grow At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas,
and represents a tangible symbol of our commitment to our people’s growth and development.
Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for ISS Technology (USI)