• 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.• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.

• 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.• To monitor the functioning of ticket management tool to ensure it meet the requirements of customer.• To maintain highest level of customer satisfaction by resolving technical and non-technical issues