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Work youll do
The Business team supports all types of calls concerning problems related to the firms applications which include
FIN, DPS, DeloitteNet, SAP, Ariba, Travel Port & DTE In this call center position you will be required to answer
incoming calls in one of the following disciplines and cross train for peak call volume periods: To assist Deloitte
employees with Firm application related problems over the phone in a timely manner. It might involve either direct
resolution of the problem or escalation to another team. Our customers have a high expectation that you will be
able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by
teams outside the CallCenter.
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, 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-Business works 24 x 7.
Avoid unplanned time off from work as this would have major impact on our business. Excessi
