Job Description:
| Company Name | Deloitte |
| Position | Technical Support Analyst |
| Qualifications | Bachelor’s degree in cs, computer engineering, or related field |
| Experience | 0 – 2 Years |
| Location | Hyderabad |
| CTC | Upto 9 LPA (Exp) |
Deloitte Responsibilities:
- Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users.
- Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement.
- Work with product and development teams to troubleshoot application issues and resolve issues.
- Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
- Attend daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.
- Maintain quality service by establishing and enforcing organizational standards and policies.
- Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy.
- Ability to work flexible shifts including some holidays and weekends.
- Ability to travel as needed (less than 10%)
- Perform other duties as assigned.
- Adhering to SLAs like response time of an email & chat.
- ASA for calls & etc.Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc.
- Client value addition, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role
- Process incoming service requests, incidents and change requests and formulate 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 including external (non-Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from the client organization
- 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 - Have a passion on technical knowledge learning and be a quick learne
Deloitte Eligibility Criteria:
- Bachelor’s degree in computer science, computer engineering, or related field.
Preferred skill:
- Excellent Customer service (Phone / Chat / Emails)
- Excellent spoken English Language proficiency
- Proficient with MS-Office applications
- ServiceNow experience preferred.
- Azure experience preferred.
- Exposure to application support, ITIL framework etc.
- Excellent written & verbal skills
- Customer Service experience
- Multi-Tasking
- Good Team Player
Instructions To Be Followed Before Applying for the Job:
- Review the Job Description: Carefully read through the job description to understand the role, responsibilities, and requirements. Make sure that you have a clear understanding of what position you are applying.
- Crosscheck Your Skills: Compare the skills listed in the job posted description with your skill set. Evaluate whether you possess the necessary technical and non-technical skills for the mentioned role. Highlight your strengths and identify any areas that may need improvements.
- Check Eligibility Criteria: Verify if you meet the criteria as mentioned in the job posting, such as your educational qualifications, work experience, or relevant certifications. Ensure you fulfill the basic requirements before proceeding further.
- Customize your resume and Cover Letter: Align your resume with the specific requirements mentioned in the job description. Highlight relevant experiences and skills that make you a strong fit for the role.
- Research about the Company: Take some time to research the company that you are applying to. Understand the vision, culture, mission, and services they offer. This knowledge will make you tailor your application and tell you that you’re interested in the company.
Resume Do’s:
- Clearly highlight your contact information, including your name, number, email address, and LinkedIn profile(if applicable). Make sure that mentioned details are easily visible at the top of your resume.
- Generate a concise professional summary or objective statement that effectively presents your career objectives while emphasizing your pertinent skills and experiences.
- Include any relevant work experience, internships, or projects, focused on your accomplishments and responsibilities.
- Highlight your technical skills, programming, tools, and software that are relevant to the job you’re applying for.
- Provide a comprehensive overview of your educational background, encompassing the institution’s name, the degree obtained, the major of study, and the date of graduation.
- Mention any certifications, training programs, or workshops that you have completed for the position(if any).
- Use bullet points to organize information and make it easy to read. Keep sentences concise and use specific examples to concise your skills.
Resume Don’ts:
- Avoid including unnecessary information such as your marital status, gender, and dob. Focus on professional and job-related details.
- Don’t provide false information. Be honest about your skills, as employers may verify the information that you provided during the hiring process.
- Don’t use a generic resume for all job applications. Take the time to customize your resume for each position to highlight your skills.
- Avoid including references directly on your resume. Perhaps, provide a separate reference page if requested by the employer
- Avoid using long paragraphs. Instead, use bullet points and concise sentences to make your resume more readable.
- Remember, a well-arranged resume should be concise and focused on showcasing your relevant skills, and qualifications to make a strong impression on potential employers.
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