Associate Analyst

Dynpro; Hyderabad; On-site; INR 240,000 - 320,000; Part time

Benefits offered by this job

Hybrid Model

Job summary

Dynpro is hiring for Technical Voice Process (C2H) for a Big4 client based in Mind space, Hyderabad. The role involves international voice support with a hybrid work model and a 1–2 year experience requirement for graduates.

Responsibilities include resolving voice and non-voice issues, documenting in CRM, and escalating when necessary. Candidates should be flexible to work across shifts and mentor new hires.

Qualifications

• Bachelors or Diploma in any streams with computer science/electronics background.
• 1-2 years of experience in technical voice process or similar.
• Proficiency in MS Office and basic hardware/software knowledge.

Responsibilities

• Provide technical support to Deloitte employees via phone, email, and chat.
• Analyze and resolve incidents or escalate when needed.
• Document all interactions in CRM and ensure proper ticket handling.
• Stay updated on ongoing issues and communicate changes.
• Meet KPIs like CSAT, FCR, and adherence; participate in coaching.

Skills

MS Office

Verbal & written communication

Analytical thinking

Customer service

Networking basics

Education

BSc/BCOM/BCA/B.Tech CS/EC or non-engineering diploma

Tools

CRM software

Job description

Hello,

We are hiring for Technical Voice Process for one of the Big4 Company for C2H.

Payroll: Dynpro India Pvt Ltd (C2H/Contract2Hire)

Technical Support (International Voice Process)

Work Location: Mind space-Hyderabad

Shift: Rotational

Hybrid Model

Experience: 1-2 Years only

Any graduate

Role & responsibilities

To assist Deloitte employees with technology problems over the phone in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by teams outside the Contact-center. Our customers are very computer literate, and accuracy of information is a high priority.

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
• Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about computer software and hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
• Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. Adhere to contact quality guidelines.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
• Should be flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC)
• Should be able to mentor new hires.

Qualifications Required

B.Sc/B.Com/BCA/ B.Tech(with computer science and electronics background) Other non-engineering graduation/Diploma: 0-4 yrs Key skills required:

• Excellent written, verbal, listening, analytical skills.
• Easily grasp and communicate complex ideas.
• Excellent problem-solving skills.
• Knowledge of MS Office 2010, 2013 including Outlook.
• Knowledge of computer hardware and software.
• Knowledge of Operating Systems like Windows 10 and MacOS.
• Knowledge of network and internet.

Preferred candidate profile

Should be ready to work for C2H (contract to hire)

Should Join within 15-30 days

Virtual Interview with 2 rounds