Deloitte Help Desk Associate in Mechanicsburg, Pennsylvania
CBO - Solution Associate- USDC
Level 1 Helpdesk Support (Lake Mary)
US Citizen Only
Are you an experienced, passionate pioneer in technology - a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center - we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below ...
Work you'll do/Responsibilities
The Contact Representative will operate as part of the Level 1 Call Center. This position is responsible for adhering to existing call scripts to address all inbound phone/email inquiries, satisfying basic questions, and conducting all correspondence professionally. The ability to effectively operate in a high activity environment is essential. This position reports directly to the Level 1 Contact Representative Team Lead.
Addresses inquiries sent to Level 1 via the call management system, email and telephone
Uses procedures, policy, knowledge base information, and other reference materials to address inquiries
Escalates inquiries requiring in-depth knowledge or additional review through the Case Management System
Creates a case for all inbound inquiries in the Case Management System
Utilizes strong written skills to adequately summarize case details in the Case Management System
Coordinates with Team Lead to research/resolve inquiries
Conducts all correspondence in a professional and respectful manner in order to provide high quality customer service
Our Systems Engineering team delivers large-scale software applications and integrated systems, and assists clients with architecture design, assessment and optimization, and definition. We develop service-oriented architecture (SOA) and other integration solutions to enable information sharing and management between business partners and disparate processes and systems, and we deliver technology enablement to support CIO services transformation.
Systems Engineering professionals focus on key client issues that impact the core business by maximizing operational value, driving down the cost of quality, and enhancing technology innovation. Our teams deliver a wide range of services, including application architecture design and optimization, application modernization, business process management and solution integration, custom application design and development, and large-scale technology delivery program efforts.
High school diploma with a minimum of 2-3 years as a customer service specialist
Computer skills and the ability to learn systems, e.g. case, knowledge and/or call management systems
Experience in a call center environment
Must be open to work and cover all shifts any 24/7 shift
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.