EY Support Services 

India, Karnataka, Bengaluru 

551736064

Your key responsibilities

• Coordinate team initiatives in order to meet customer needs consistent with EY Technology support processes and expectations. Facilitate the implementation and support of defined solutions.
• Participate in providing customer support on as required by the work demands within the supported geography.
• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues
• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
• Build and maintain productive relationships with a wide range of customers within the geography supported by the local OSTS team.
• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
• Maintain an understanding of the Firm’s business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.
• Maintain a thorough understanding of EY Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.
• Have a thorough understanding of technology needs of key engagements and accounts located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate EY Technology personnel to ensure business imperatives are anticipated and addressed as appropriate.
• Understand and apply Talent policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior EY Technology management as requested.
• Provide out of hours service as needed and have ability to travel within support geography as required.

Skills and attributes for success

• Advanced analytical skills are required to address major end-user incidents impacting the geography supported.
• Work independently with limited oversight from a supervisor
• Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.
• Advanced technical ability to resolve customer issues
• Co-ordinate the daily activities of their team including possible virtual interaction.
• Demonstrated ability to manage all aspects of team management including hiring, development and counselling.
• Experience in the project management of IT product support
• A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment
• Ability to liaise, establish strong relationships and work effectively with all levels of customers and IT personnel.
• Ability to communicate effectively with team members, supervisor and peers.
• At least 4 years of leading teams in customer software, hardware and technology support

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.