Senior Services Support Associate, Contact Center
This Job provides support to different Deloitte Audit applications across the globe for escalated tickets. Support is mostly around the firm audit applications which requires effectively providing resolution to complex queries, resolving customer issues / bug fixes and also acting as liaison between customer and engineering teams. Works in a 24*7 support environment demonstrating excellent communication skills. This process involves providing Level 2 remote support on Audit Application products / systems. This includes resolution of queries which are of high complexities across multiple geographies. As these are internal applications, the knowledge around resolutions are not available outside Deloitte, therefore members need to clearly understand and comprehend the knowledge available and provide resolution. Being an identified subject matter expert in one or more application support areas (Deloitte Connect, Omnia, LEVVIA, etc.). Working to resolve escalated tickets by working with customer and support teams to identify a resolution through subject matter expertise within various L2 support queues. Will be part of UAT's, sharing feedbacks and MIC. Adhering to ITIL and Service Management practices.
Work you'll do
As a Senior Services Support Associate, Contact Center on the Audit Application Support team, you will be responsible for:
Providing Level 2 support for Deloitte Audit applications by resolving escalated incidents, service requests, and complex user issues across multiple geographies
Retaining ownership of assigned tickets through resolution, including triage, troubleshooting, bug identification, escalation to downstream teams, and follow-up with customers
Serving as a subject matter resource for applications such as Deloitte Connect, Omnia, and LEVVIA, and partnering with engineering and product teams to resolve application issues
Creating and maintaining knowledge articles, identifying support trends, sharing process improvement recommendations, and contributing feedback to leadership and product teams
Participating in user acceptance testing, smoke testing, quality reviews, technical training, and onboarding support for new team members
The team
The Audit Application Support team provides operational support for key Deloitte Audit applications used across the global network. The team works closely with users, product teams, and engineering teams to resolve application issues, improve support processes, and help maintain continuity for business-critical audit activities. This role is part of a high-touch support environment focused on issue resolution, knowledge management, and service quality.
Location: Hyderabad
Shift Timings: 11 AM to 8 PM
Qualifications
Required:
Bachelor's degree in Computer Science, Electronics, Commerce, Business Administration, or a comparable discipline; or non-engineering graduation/diploma with 2-4 years of experience in application support or technical support
Experience providing Level 2 support for enterprise applications in a 24x7 support environment
Experience managing incidents, escalations, and ticket queues in a service management environment
Experience supporting Deloitte Audit applications such as Deloitte Connect, Omnia, or LEVVIA
Knowledge of Information Technology Infrastructure Library (ITIL) 4 or service management practices
Experience creating or maintaining knowledge articles, support documentation, or training materials
Awareness of Microsoft Azure
Preferred:
Experience participating in user acceptance testing, smoke testing, or ad hoc product testing
Experience reporting support trends, issue patterns, or call drivers to product teams or leadership
Experience mentoring new hires or junior support professionals
Experience supporting users through phone, email, chat, webform, or voicemail channels
Experience working against support metrics such as first call resolution, service accuracy, quality, flowout, or customer satisfaction
