Deloitte- Product Support Specialist- SMB- Customer Strategy & Design

Deloitte Shared Services India; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

Deloitte Shared Services India in Hyderabad is seeking a Senior Executive (Analyst) to deliver multi-channel customer support, own cases end to end, provide product guidance, and identify opportunities for product adoption and upsell.

The role is night shift and requires strong troubleshooting skills, accurate documentation, and a customer-first mindset, with experience in finance processes and international voice support to meet KPIs on quality, CSAT, and productivity.

Qualifications

• Bachelor’s degree in Commerce or Finance preferred.
• 1-7 years in product support, SaaS, or customer support roles.
• Must have troubleshooting experience.
• Experience in Finance or Accounting processes like Claims, billing, payroll, AP, AR is a plus.
• Handled International voice processes.
• Strong product troubleshooting capability; basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred.
• CRM proficiency.
• Multichannel handling capability.

Responsibilities

• Deliver customer support across voice, chat, and email with case ownership.
• Provide product guidance and identify sales opportunities.
• Maintain detailed, compliant case documentation.
• Diagnose and resolve issues of moderate complexity.
• Ensure KPI targets for quality, CSAT, and productivity.
• Collaborate with teams to exceed client expectations.

Skills

Customer support

Multi-channel

CRM proficiency

Troubleshooting

SaaS knowledge

Education

Bachelor's degree (Commerce or Finance preferred)

Tools

CRM systems

Job description

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long‑term growth. Learn more about Customer.

Your work profile

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 youll do as a Senior Executive (Analyst)

• 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.
• Handle customer interactions via voice, chat, and email
• This will be a night shift role.
• 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
• MUST have troubleshooting exp.
• Good to have experience needed in Finance or Accounting processes like Claims, billing, payroll, AP, AR etc.
• Handled International voice processes
• Strong product troubleshooting capability
  Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• CRM proficiency
• Multichannel handling capability