Call Center Specialist

Deloitte Services LP provides a wide variety of internal support services to Deloitte & Touche USA LLP and its subsidiaries and their people. Deloitte Services LP is comprised of Operations, Financial Support Services, Information Technology, Marketing & Communications, Human Resources and more. As with all the businesses within Deloitte & Touche USA LLP and its subsidiaries, a core set of competencies is associated with each of these businesses. An overall understanding of quality client service, a proven track record of working in multifunctional teams and across multiple geographies, strong business acumen and the instinct to think and act globally are essential for advancement within Deloitte Services LP.    Applicants or employees with disabilities must be offered any reasonable accommodations, which are necessary for them to be able to perform the essential functions of a position.   Job Responsibilities:  - Provide front line phone support for business related applications.  - Use Call Center 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 second level group when unable to resolve.  Where appropriate, provide assistance to the second level support team.    - Create and modify resolutions for the knowledge management database.  - Maintain up-to-date knowledge level in firm standard computer hardware, software, and business 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 Call Center.  Assist others within the Call Center helpdesk as well as other regional helpdesks as needed. - Bachelor's degree preferred. - Minimum of two years of customer phone support required.    - Proven ability to support internal or external business applications.  - 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. - Proven track record of being able 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 success record in working on a team that has collaboratively met team goals and achieved positive results.  - Possesses and actively displays use of excellent interpersonal skills. Has the ability and previous experience at interacting with professionals both on a technical and non-technical level.  Has the ability to develop and maintain productive working relationships, and has held previous position showing success in working with multiple teams.  - Committed to excellence and dedicated to meeting the expectations and requirements of customers. - Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment. - Must be able to work a flexible schedule Monday - Friday between the hours of 7AM to 9PM, i.e. 7AM - 4PM, 10AM - 7PM, etc. About DeloitteDeloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Deloitte LLP and its subsidiaries are equal opportunity employers.