Deloitte Call Center Representative - Technology in Hermitage, Tennessee
Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Position DescriptionProvide front line phone support for computer applications, computer-related hardware and mobile email devices / PDA s.Use CallCenter tools (Service Desk), provided training and knowledge documentation to provide resolution to customer problems and issues.Effectively work independently with little or no direct supervision.As needed, diagnose the underlying event to determine the estimated mean time to repair. Perform logical steps to resolve the event through utilization of tools, skills, and analyst's expertise. Document all actions and results used to troubleshoot and resolve the event in the event management software (Service Desk). Close the event if resolved. Escalate events to the appropriate group when unable to resolve. Where appropriate, provide assistance to the second level support team. Create and update resolutions for the knowledge management database.Maintain up-to-date knowledge level in firm standard computer hardware, software, and technical processes. Continuously cross-train and provide backup support to teammates with other areas of expertise. Provide training and mentoring to other members of the organization as requested. Participate in knowledge management and training to distribute skills throughout the CallCenter. Assist others within the CallCenter helpdesk as well as other regional helpdesks as needed.Minimum Requirements:Two years of previous experience supporting computer applications and computer-related hardware One year of previous experience interacting and supporting professionals both at a technical and nontechnical level.One year experience working to effectively troubleshoot and problem solve. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.Previous experience with a Contact Quality program where inbound calls have been reviewed and discussed.Previous experience supporting Microsoft Operating Systems (Windows 10, Windows 8)Previous experience supporting mobile email devices / PDA s (iOS, Android, Blackberry, Windows Mobile, etc)Previous experience supporting network connectivity (wired and wireless)Previous experience supporting Microsoft Office products (Outlook, Word, Excel, PowerPoint, Access)Preferred Requirements:Bachelor s degree preferredAbility to meet key performance indicators such as first call resolution, schedule adherence, and contact quality.First Call Resolution - willingness to learn and obtain knowledge for the multiple applications that are supported by the CallCenter and apply that knowledge to supporting our customers by providing a resolution to his/her issue in a timely manner.Schedule Adherence - ability to arrive to work at the scheduled time while ensuring provided schedule is followed throughout the day to be available to support the needs of our customers and team.Contact Quality - willingness to receive feedback on services provided to the customer to provide distinctive customer service meeting the Vision of the CallCenter.Scheduling flexibility to include working overtime based upon client demands as well as responding to the role in the firm's Emergency Response Plan.Ability to work flexible hours between the timeframe of 7am to 9pm CST Monday - Friday.Additional Requirements:Excellent written, verbal, listening, analytical, and communications skills required. Must be able to easily grasp and communicate complex ideas.Extremely high organization skills. Expert problem solver. Finding simple answers to complex questions or problems. Thinks outside the box. Effectively uses knowledge gained through prior experience, education, and training to resolve issues.Committed to excellence and dedicated to meeting the expectations and requirements of customers.Ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment.Effectively work independently with little or no direct supervision.Take ownership of the customer issue or problem to identify and drive to a possible win-win solution.Actively participate in Contact Quality program to include monitoring, individual and group coaching, and peer-to-peer feedback sessions.Ability to empathize with the customer situation or event.Ability to work in a team environment with a client service focus.Good typing skills preferred as timely documentation of customer contacts is important.
As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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Category: Administrative and Support Services