Deloitte—T&T | Customer | S&S | Associate Analyst | SFDC | Mumbai

Job description

Description: The team Customer has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer Your work profile - 5 years of technical support or help desk experience. - Experience of working on Salesforce or exposure to SaaS/cloud based applications. - Clear spoken English and Hindi, active listening, empathy, and the ability to explain technical concepts to non technical users. - Experience with Windows, Word and Excel and communication tools like Teams, Zoom. - Strong written skills for clear ticket notes. - Willingness to learn new releases quickly and adapt to evolving procedures. Key skills required: - Answer inbound calls, chat, or email tickets promptly (target < 30 second answer time). - Gather clear, concise details about the issue (platform, steps taken). - Follow documented troubleshooting scripts to reproduce the reported problem. - Use available tools and knowledge base articles to identify root causes. - Apply known fixes or work arounds based on your product knowledge. - Verify with the customer that the issue is resolved before closing the case. - When a problem cannot be solved at Tier 1, create a high quality escalation ticket for Tier 2/3: - Meet or exceed SLA targets for response, resolution, and customer satisfaction (CSAT). - Adhere to call handling best practices and compliance guidelines. Desired Qualifications: - Graduate degree (Science or Engineering) from premier institutes Location and way of working: - Base location: Mumbai - Workday - Monday to Saturday - Timings- 9:30 am to 6:30 PM shift