Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. The business team is an internal support line for Deloitte employees of the U.S. firms and India (Hyderabad, Mumbai, Bengaluru & Delhi) for Business Application Support. We support all types of calls concerning problems with business applications. GCC-Business differentiates itself from other Call Centers by way of its work culture which encourages delivering distinctive service and the Rewards and Recognition programs which encourage taking initiative. GCC -Business expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be flexible to change.
Requirements are very minimal from the company, they have mentioned that a good candidate should have completed their Graduation In Any Education Field and good English written and verbal along with some computer operational skills.
Deloitte Recruitment Freshers for GTLO-Customer Support-Analyst 2022
About This Role
Customer handling skills – Call etiquettes
End to End ticket management
Basis ITIL concepts of Incident, problem & change management is 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 set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for entire year. Understanding on above metrics is mandate
Client value add, 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.
Complete Job Description
Work Location: Bengaluru
Shift Timings: 24*7 Shift
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.