International Voice Process Executive

Deloitte Shared Services India; Hyderabad, Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Deloitte Shared Services India in Hyderabad seeks a Senior Executive (Analyst) to provide multichannel product support for SaaS-based services. You will own customer cases from inquiry to resolution, troubleshoot complex issues, and guide users on product adoption.

The role requires 1–7 years of experience in customer support, strong troubleshooting skills, and familiarity with finance processes. Night shifts are part of the schedule, with focus on quality and CSAT.

Qualifications

• Bachelor’s degree in Commerce or Finance.
• 1–7 years in product support, SaaS, or customer support.
• Troubleshooting experience is required.
• Experience in Finance or Accounting processes like claims, billing, payroll, AP, AR is a plus.
• Experience with international voice processes.
• Strong product troubleshooting capability; basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred.
• CRM proficiency and multichannel handling.

Responsibilities

• Deliver customer support across voice, chat, and email.
• Maintain end-to-end ownership of customer cases.
• Identify opportunities for feature adoption and product upgrades.
• Ensure detailed and accurate documentation for every case.
• Deliver strong performance on KPIs (quality, CSAT, productivity).
• Handle customer queries independently with minimal supervision.
• Support serves to sell actions or pass high intent leads to sales teams.
• Adhere to QA, documentation, and process standards.
• Night shift role.

Skills

Troubleshooting

Multichannel support

CRM proficiency

Voice support

Product guidance

SaaS knowledge

Education

Bachelor's degree in Commerce/Finance

Tools

CRM software

Job description

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 you’ll 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