2nd Shift Client Support Staff

2nd Shift Client Support Staff Deloitte Financial Advisory Services LLP ("Deloitte FAS") advises clients on managing business controversy and conflict, executing deals, and maintaining regulatory compliance. We provide services to companies throughout their lifecycle from purchasing a company to investigating potential fraud.  Our dedicated Deloitte FAS professionals bring vast experience, specialized skill sets and deep industry knowledge to our clients. This personalized level of service, combined with the market reach and technical resources of the Deloitte Touche Tohmatsu (DTT) member firms and their affiliates, enables us to respond to the complex and diverse needs of our clients around the world.  In the U.S., the Deloitte FAS practice consists of approximately 1,000 professionals.   In 2008, Deloitte Financial Advisory Services LLP (Deloitte FAS) will open a new facility in Hermitage, TN for e-discovery and computer forensics work.  Deloitte FAS' E-Discovery Solutions Center ("EDSC") will increase the capacity, quality, and efficiency of Deloitte FAS' e-file processing by utilizing state-of-the-art technology in a dedicated environment.  The EDSC will be an important foundation from which we can launch our effort to seize a leadership position in a market expected to reach $4 Billion in service revenue by 2010.  We are looking for dedicated individuals to join Deloitte FAS' Analytic & Forensic Technology practice and help drive the success of the EDSC.   The EDSC will be a 24x7, 365 days a year operation.  This role will be for a 2nd shift position.  The position will be located in Hermitage, Tennessee which is located outside of Nashville.   We are currently seeking qualified Client Support Staff.  The Client Support Staff will act as a liaison between both the technical and operations staff and the client.  The Client Support Staff will identify, research, and resolve technical problems.  The Client Support Staff will respond to telephone calls, email and personnel requests for technical support; and will track and monitor the problem to ensure a timely resolution. The ideal candidate will learn our products, assist in the development of documentation, and conduct training and application testing.     Job Responsibilities: §         Provide in-bound telephone client support in a call center/general office environment and determine the nature of the call or inquiry §         Gather requirements, provide troubleshooting, technical support and service support §         Utilize the incident management process to acknowledge, route, escalate (to Technical Support Staff and Client Support Lead, as necessary), and report on incidents that impact mission critical systems (Including issue resolution, documentation and communication) §         Present technical solutions §         Develop product knowledge and experience to maintain and contribute to knowledge base material §         Collaborate with client support team and other functions to provide issue status §         Liaise with Client Support Lead and Technical Support Staff to document, troubleshoot, and escalate problems  Qualifications: §         High School graduate or equivalent §         One year of customer service/helpdesk experience or general administrative experience preferred.  Technical emphasis is preferred §         Proficiency in Service Desk application, scheduling application and web hosting applications - Concordance, Relativity, Introspect and AttenexMapper tools §         Intermediate working knowledge of Microsoft Office applications and MS Outlook §         Demonstrated ability to manage multiple tasks simultaneously in a fast paced environment with minimal supervision with a high attention to detail §         Rapid and accurate data entry skills §         Effective verbal and written communication skills §         Law firm or litigation experience preferred §         Ability to work a flexible schedule 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.