Deloitte – Intela Support Agent
About the job
Summary
Global Tax & Legal Support
The team provides world-class and round-the-clock technical support for digital applications to clients and practitioners globally. We currently provide support for 20 priority digital applications, which include “Global Intela” and other global applications.
Role Description (Analyst)
This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy, and timelines. Keep users informed about their Incidents’ status at agreed intervals. Log all Incident/Service Request details & functions as the first point of contact for users.
What You’ll Do
- Customer handling skills – Call etiquette
- End-to-end ticket management
- Basis ITIL concepts of Incident, problem & change management is a 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 the entire year. Understanding on above metrics is mandatory.
- 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 responses.
- 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 the Microsoft stack (ASP.NET, C#, Active Directory, and DPASS)
- Provision user accounts for external (non-Deloitte) client users
- 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 responses.
- 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 the 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 learner.
- Provides customer service support to the organization by obtaining, analyzing, and verifying the accuracy of information in a timely manner
- Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Have demonstrated 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; ability to structure, organize, and synthesize data quickly with the end-user perspective in mind.
- Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
- Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
- Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership, and adhere to strict internal quality assurance processes.
Qualifications
- Any Bachelor’s degree with knowledge of computer science, computer engineering, technical L1 troubleshooting, or related field.
- 0–2 years’ experience
- 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
The ideal candidate should:
- Comfortable to work in 24*7 environment (rotating shift changes up to every month):
- Have a passion for technical knowledge, learning, and be a quick learner.
- Provides customer service support to the organization by obtaining, analyzing, and verifying the accuracy of information in a timely manner
- Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Have demonstrated 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; ability to structure, organize, and synthesize data quickly with the end-user perspective in mind.
- Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
- Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
- Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and adhere to strict internal quality assurance processes.
Technical Requirements:
- Any Graduate
- 0-1 year experience
- Excellent Customer service (Phone / Chat / Emails)
- Excellent spoken English Language proficiency
- Proficient with MS Office
- ServiceNow experience preferred
- Exposure to application support, ITIL framework, etc.
- Excellent written & verbal skills
- Customer Service experience
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 you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.