Posted by Deloitte is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management and tax services to selected clients. These firms are members of Deloitte Touche Tohmatsu Limited DTTL, a UK private company limited by guarantee.
Analyst – Core Contact Center – Technology
Job Description:
- Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
- Analyze and resolve incidents and service requests regarding use of application software or hardware.
- Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
- Should have basic knowledge about computer software and hardware.
- Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
- Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call
- Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
- Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
- Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Should be a quick learner and team player.
- Should be flexible to work in different shifts as ISS-Technology works 24 x 7.
- Avoid unplanned time off from work as this would have major impact on our business.
- Excessive unplanned absence may result in disciplinary actions.
- Adheres to Code of Ethics, Vision, Mission and Core Values.
- The ability to handle multiple interactions
Required:
- Excellent written, verbal, listening, analytical skills.
- Easily grasp and communicate complex ideas.
- Excellent problem solving skills.
- Knowledge of MS Office 2010, 2013 including Outlook.
- Knowledge of computer hardware and software.
- Knowledge of Operating Systems like Windows XP, Vista, 7 and 8.
- Knowledge of network and internet.