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Technology Support Specialist - Global Tax & Legal
mid · Technology / Software Development
Technology Support Specialist - Global Tax & Legal
Requisition ID: 5996
Country: United States
US Locations: Boise, Cincinnati, Cleveland, Colorado Springs, Columbus, Davenport, Dayton, Des Moines, Grand Rapids, Hermitage, Indianapolis, Jacksonville, Kansas City, Louisville, Memphis, Nashville, New Orleans, Omaha, Pittsburgh, Salt Lake City, San Antonio, St. Louis, Tampa, Tempe, Tulsa
Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.
Work you'll do
As a Technology Support Specialist, you will provide premium level support by responding to end user inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests. Log and track incidents/requests from identification through resolution in incident management software. Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
Responsibilities include:
- Provide premium-level technical application support via email, phone, and chat, to both internal and external users.
- Maintain all application SLAs and respond to users via a ticketing system for incident management.
- Respond to end user support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
- Log and track incidents/requests from identification through resolution in incident management software.
- Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
- Collaborate with application development/infrastructure resources to resolve incidents/requests.
- Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
- Document resolutions and internal procedures and update knowledge articles.
- Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
- Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
- Provide after hours and on-call support as needed.
The team
Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.
Qualifications
Required:
- Bachelor’s degree in information technology, computer science, or related field
- 2+ years of experience as a Technical Application Support Analyst
- Must have excellent written and verbal communication skills
- Experience with incident tracking systems such as ServiceNow
- Experience with MS Office suite
- Experience working with end users (clients) to resolve their support incidents
- Ability to work flexible shifts to include late night shifts, holidays, and weekends
- Experience working successfully with onshore and offshore teams
- Experience with SharePoint for building/ maintaining knowledgebase entries
- Ability to prioritize tasks and flexibility to work on multiple assignments
- Excellent customer service and communication skills
Preferred:
- Knowledge of Tax
- Bilingual fluency in English and Spanish, including strong written and verbal communication skills, is preferred.
Limited immigration sponsorship may be available.
Our culture
At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.
Professional development
From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Benefits
At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.