Nitin Kumar Email & Phone Number

Noida, UP, IN

India

Noida, Uttar Pradesh, India

• Manage large amounts of incoming phone calls.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide answers to customers' questions and address the problems and complaints they have.
• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, and voicemail) with end users.
• Analyze and resolve incidents or service requests related to Deloitte Applications.

Noida, Uttar Pradesh, India

• Responsible for providing support to English speaking clients and logging cases via the ticketing tool/system involving issues related to desktop/laptop/printers/server devices/application etc.
• Monitor and review the open issues/incidents/tickets on daily basis
• To ensure that proper service level agreement (SLAs) is maintained and you need to resolve the issue and manage the problem of a customer.
• To take action on issues based on ageing report i.e. To check report and solve all those old issues based on this report.
• To ensure that there is proper coordination of issues i.e from 1st level line support to 2nd level line(L2) support.
• Responsible for providing updates to the client whenever required or escalate on behalf of the customer to the appropriate technical leads.