Summary

Position 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 includes 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 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.
Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from 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
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 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 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 trouble shooting (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 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.

Ø 5:30 AM – 2:30 PM IST,

Ø 2:00 PM – 11:00 PM IST

Ø 9:00 PM – 06:00 AM IST

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

Ø Comfortable to work in 24*7 environment

How You'll Grow

At Deloitte, we've invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people's growth and development. Explore DU: The Leadership Center in India

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.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

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: 328111

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