Customer Support Analyst

Hyderabad, Telangana, India

Job Detail

Job ID

21300










Experience

0 - 1 years

About Company:

Position: GTLO-Customer Support-Analyst

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.


• Process incoming service requests, incidents, and change requests and formulate an 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

Qualifications

The ideal candidate should:

• Comfortable working in 24*7 environment (rotating shift changes up to every month):



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  5:30 AM – 2:30 PM IST,


• 2:00 PM – 11:00 PM IST


• 9:00 PM – 06:00 AM IST


• 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 the 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


• 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


• Comfortable to work in 24*7 environment

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