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CoRe Global Contact Center - ITSD-Tech - Analyst

Deloitte -
Hyderabad, Telangana

Apply Now

Job details

Qualifications

Microsoft Outlook
Computer Science
Software troubleshooting
Call center
Windows
Technical support
Microsoft Office
Bachelor's degree
Computer hardware
Mentoring
Non-voice
Customer support
Diploma
Leadership
Help desk

Full job description

Services Support Associate II, Contact Center

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 you'll do

As a Services Support Associate II, Contact Center on the Technology team, you will be responsible for:

Resolving voice and non-voice support interactions, including phone, email, chat, voicemail, and self-service tickets, in a timely manner.
Analyzing and addressing incidents and service requests involving hardware, software, operating systems, and access issues; escalating issues when required.
Documenting incidents, troubleshooting steps, and resolutions in the case management or customer relationship management system.
Monitoring ongoing issues, outages, and environment changes and applying updated guidance during end-user support interactions.
Meeting established performance metrics, including customer satisfaction, contact quality, first call resolution, and schedule adherence, while contributing to knowledge updates and team support.

The team

The Technology team is the first point of contact for Deloitte Member Firms facing challenges with any Technology not limited to hardware & software. Technology cater requests through phone, chat, web-forms & emails. 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.

Location: Hyderabad

Shift Timings: 2 PM to 11 PM

Qualifications

Required:

Bachelor’s degree or diploma in computer science, electronics, commerce, computer applications, or another discipline
0–4 years of experience in technical support, help desk, contact center, or customer support
Experience handling voice and non-voice support interactions
Experience documenting incidents and service requests in a customer relationship management or ticketing tool
Knowledge of Microsoft Office applications, including Outlook
Knowledge of Windows 10, macOS, computer hardware, software, networking, and internet fundamentals

Preferred:

Experience supporting users in a contact center or shared services environment
Experience working with global users across Americas, EMEA, and APAC
Experience contributing to knowledge articles, process documentation, or knowledge base updates
Experience coaching or mentoring new hires

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 352078

Apply Now

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