EY GDS Tax - TTT Senior 

Philippines, Taguig 

687524824

• Support customers by providing technical and functional expertise over the phone, chat and ticket management.
• Be a customer centric professional, willing to regularly go above and beyond in order to provide the best possible service delivery and user experience
• Manage customer inquiries within the expected time frame and act as the contact point, only escalating queries when required
• Building a trusted partnership with the customer by maintaining a high level of professionalism and work to establish a positive rapport with every customer
• Keep the customer informed and updated whilst the investigation and resolution is being worked on
• Be pro-active and anticipate possible user issues and work towards finding a solution fast
• Create and maintain support documentation, knowledge base articles, and troubleshooting guides for both customers and internal stakeholders
• Accurately capture all ticket related notes, document activities and manage tickets in a way that is clear, concise and actionable by other internal resources and a customer viewing from the ticketing system/support portal.
• Have great willingness to learn new trends and master new technologies
• Liaising with the various stakeholders across a number of teams to drive prompt resolutions
• Concentrate on helping the customer to continuously get the best possible value from their solution• Strong communication (verbal, listening and writing) via various channels (chat, email, phones, ticketing system)
• Ability to learn and follow processes, procedures and other policies and guidelines from within the Department as well as the firm’s wide
• Proactive at problem solving, asking critical, insightful questions and probe for information to facilitate resolution as well as the root cause and finding preventative actions.
• Excellent listening skills and ability to understand and interpret the query from the customer and when needed able to manage customer expectations.
• Hands-on experience in a support desk environment assisting both internal and external/client users with application issues
• Strong analytical skills and capable of investigation, diagnosing problems, testing scenarios and work to find the most appropriate solution
• Self-motivated and accountable to results with ability to coach others
• An excellent team-worker with a focus on learning and knowledge share
• Solid technical aptitude preferably in a SaaS environment
• Ability to work in shifts as this is a 24/7 support organization. The shift timings are as follows:
o First Shift: 06:30 AM to 03:30 PM IST
o Second Shift: 02:30 PM to 11:30 PM IST
o Night Shift: 10:30 PM to 07:30 AM IST (next day)
• Willing to work during weekends. As this is a 24/7 support organization, working on Saturdays AND/OR Sundays may be scheduled. This will be considered as your working day/week so you will be able to take any other two days off from your working week as per the planning scheduled by the team leader.• A quick learner with experience in problem solving.
• Experienced in handling complex technical issues with internal as well as external clients.
• Someone who has an investigative and analytical mindset, with a methodical approach to finding resolutionsIdeally, you’ll also have
• Experience supporting tax/law/finance systems
• Experience supporting SaaS platforms
• Familiarity with cloud platforms and services (AWS, Azure, etc.)
• Experience with ticketing systems such as ServiceNow
• Ability to use own initiative and suggest areas for improvement
• Fluency in either French, Spanish or any other language

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