Customer Support -International Payroll

Deloitte Shared Services India; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Deloitte Shared Services India in Hyderabad is seeking a Senior Executive/Analyst to deliver payroll product support, assist customers with payroll setup, processing, troubleshooting, and related workflows, while maintaining high-quality support and customer satisfaction.

You will handle interactions via voice, chat, and email, troubleshoot product issues, document cases, identify feature adoption opportunities, and support sales activities, while ensuring QA and process standards and KPI

Qualifications

• Bachelor’s degree in Commerce or Finance preferred.
• 1–7 years of experience in product support, SaaS, or customer support.
• Mandatory experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, Billing, or related domains.
• Experience supporting payroll products, payroll processing workflows, or payroll-related queries preferred.
• Handled International voice processes.
• Understanding of payroll concepts such as pay runs, direct deposits, payroll taxes, deductions, and employee payments.
• Strong product troubleshooting capability; basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred; CRM proficiency; multichannel handling capability.

Responsibilities

• Delivering customer support for Payroll products and services.
• 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.
• Maintain end-to-end ownership of customer cases.
• Ensure detailed and accurate documentation for every case.
• Identify opportunities for feature adoption and product upgrades.
• Support serves to sell actions or pass high-intent leads to sales teams.
• Ensure adherence to QA, documentation, and process standards.
• 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.

Skills

Payroll knowledge

Finance operations

Customer support

SaaS experience

CRM proficiency

Product troubleshooting

Direct deposits

Pay runs

Education

Bachelor's degree in Commerce/Finance

Tools

Payroll software

CRM systems

Job description

As an Analyst in our Team youll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

Work you’ll do as a Senior Executive

• This role focuses on delivering customer support for Payroll products and services, helping customers with payroll setup, processing, troubleshooting, payment corrections, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a high-quality support experience while driving customer satisfaction.
• 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
• Maintain end to end ownership of customer cases
• Ensure detailed and accurate documentation for every case
• Identify opportunities for feature adoption and product upgrades
• Support serves to sell actions or pass high intent leads to sales teams
• Ensure adherence to QA, documentation, and process standards
• 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

Desired Qualifications

• Required Qualifications
• Bachelor’s degree (Commerce or Finance preferred)
• 1–7 years of experience in product support, SaaS, or customer support roles
• Mandatory experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, Billing, or related domains
• Experience supporting payroll products, payroll processing workflows, or payroll-related customer queries preferred
• Handled International voice processes
• Understanding of payroll concepts such as pay runs, direct deposits, payroll taxes, deductions, and employee payments
• Strong product troubleshooting capability
  Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• CRM proficiency
• Multichannel handling capability