Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

Deloitte & Touche GmbH Wirtschaftsprüfungsgesellschaft; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Deloitte & Touche GmbH Wirtschaftsprüfungsgesellschaft in Hyderabad is seeking an Analyst in Customer Experience to support customers with moderate-complexity product issues and guide them through workflows. The role emphasizes independent case handling, proactive engagement, and high-quality documentation across interactions.

Key tasks include handling queries via voice, chat, and email, owning cases end-to-end, and identifying opportunities for feature adoption and product upgrades while

Qualifications

• Bachelor's degree (Commerce or Finance preferred).
• 3-10 years of experience in product support, SaaS, or customer support roles.
• Strong problem-solving and independent case handling.
• Ability to identify product adoption opportunities and support serve-to-sell actions.

Responsibilities

• Handle customer interactions via voice, chat, and email across multiple channels.
• Maintain end-to-end ownership of customer cases with accurate documentation.
• Identify opportunities for feature adoption and product upgrades, supporting sales handoffs.
• Ensure QA, documentation, and process standards are followed.

Skills

Customer support

SaaS

Product troubleshooting

Workflow guidance

Education

Bachelor's degree (Commerce or Finance preferred)

Job description

Job Title: Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

Product Support Specialist

Shift: US shift

Role Overview - The GBSG Product Support Specialist - Standard Level supports customers by resolving moderate-complexity product issues, guiding them through workflows, troubleshooting common scenarios, and assisting with operational or financial tasks. The role requires strong problem-solving capability, independent case handling, and proactive customer engagement. Additionally, the specialist plays an important role in identifying product adoption opportunities, supporting serve-to-sell actions, and ensuring high-quality documentation and compliance across all customer interactions.

Key Responsibilities - This role focuses on delivering effective customer support across multiple channels while ensuring complete case ownership, product guidance, and opportunity identification. Specialists independently manage customer issues, ensure accurate documentation, and contribute to overall product adoption and customer satisfaction.

Customer Interaction & Support

• Handle customer interactions via voice, chat, and email


• Support customers with product troubleshooting, workflow navigation, installation, and "how-to" queries


• Diagnose and resolve moderate-complexity issues

Case Management

• Maintain end-to-end ownership of customer cases


• Ensure detailed and accurate documentation for every case

Opportunity Identification

• Identify opportunities for feature adoption and product upgrades


• Support serve-to-sell actions or pass high-intent leads to sales teams

Quality, Compliance & Standards

• Ensure adherence to QA, documentation, and process standards

Expectations from the Individual

• Handle customer queries independently with minimal supervision


• Deliver strong performance on KPIs (quality, CSAT, productivity)


• Actively identify customer needs and enable sales opportunities


• Maintain high-quality and compliant case documentation

Required Qualifications

• Bachelor's degree (Commerce or Finance preferred)


• 3-10 years of experience in product support, SaaS, or customer support roles

Skills Required (Tabular Format)

Functional Skills

• Basic to intermediate accounting knowledge