Job description
Work you'll do
- In this interesting and diverse role, you'll be responsible for managing Level 1 Support Agents to provide exemplary support via email, phone and chat to internal and external users that exceeds expectations and delivers value that is aligned with the Deloitte brand.
- Working on unique problems and projects, you will lead your team in troubleshooting, prioritization, problem management, process changes, and enforcing policies that align with the organization, leading to a positive customer experience and strong relationships with users.
- Using your interpersonal skills, you will foster a culture of continuous improvement by coaching and mentoring the US based Level 1 support team, scheduling staff members for weekend and weekday coverage, communicating with leadership on behalf of the support team, and holding daily meetings with the support team to facilitate frequent communication.
The team
Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.
Qualifications
- Minimum 10 years of experience in a customer facing internal application support role required, as well as experience in management.
- Bachelor's degree in computer science, computer engineering, or related field or equivalent experience working in a matrixed multi-national or global organization
- Expertise with Case Management and Customer Relationship Management Software such as ServiceNow.
- Experience analyzing and reporting support operational metrics in Microsoft Office suite or live presentations.
- Confident self-starter who continually embraces change, excels in time management and flexibility, and works well independently and in groups.
- Proven ability to pay close attention to detail and work in a fast paced environment that is continuously changing to new business demands.
- Experience working with external end users to provide solutions, as well as internally identifying and managing existing processes and strategies.
- Proven track record in championing change, facilitating communication, and leading a team to hit their short-term and long-term objectives
Our culture
At Deloitte Global people are valued and respected for who they are - with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.
Professional development
From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Benefits
At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do-that's why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.
#LI-Hybrid Hybrid work, remote may be an option
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