Services Support Associate, Contact Center
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Technology Team differentiates itself from other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative. Technology Team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.
Work you'll do
As a Services Support Associate, Contact Center on the Technology team, you will be responsible for:
- Resolving voice and non-voice support interactions, including phone, email, chat, voicemail, and self-service tickets, in a timely manner.
- Analyzing and addressing incidents and service requests involving hardware, software, operating systems, and access issues; escalating issues when required.
- Documenting incidents, troubleshooting steps, and resolutions in the case management or customer relationship management system.
- Monitoring ongoing issues, outages, and environment changes and applying updated guidance during end-user support interactions.
- Meeting established performance metrics, including customer satisfaction, contact quality, first call resolution, and schedule adherence, while contributing to knowledge updates and team support.
The team
The Technology team is the first point of contact for Deloitte Member Firms supported by Deloitte USI facing challenges with any Technology not limited to hardware & software. Technology cater requests through phone, chat, web-forms & emails. 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.
Location: Hyderabad
Shift Timings: 2 PM to 11 PM
Qualifications
Required:
- Bachelor’s degree or diploma in computer science, electronics, commerce, computer applications, or another discipline
- 0–4 years of experience in technical support, help desk, contact center, or customer support
- Experience handling voice and non-voice support interactions
- Experience documenting incidents and service requests in a customer relationship management or ticketing tool
- Knowledge of Microsoft Office applications, including Outlook
- Knowledge of Windows 10, macOS, computer hardware, software, networking, and internet fundamentals
Preferred:
- Experience supporting users in a contact center or shared services environment
- Experience working with global users across Americas, EMEA, and APAC
- Experience contributing to knowledge articles, process documentation, or knowledge base updates
- Experience coaching or mentoring new hires