Senior Executive customer support

Deloitte Shared Services India; Hyderabad; On-site; INR 350,000 - 700,000; Full time

Job summary

Deloitte Touche Tohmatsu India LLP in Hyderabad seeks a Senior Executive to join the Customer Strategy & Design team as a Product Support Specialist for SMB. You will build strong relationships with internal teams and customers to exceed expectations and drive product adoption.

In this role you will handle multi-channel customer interactions, provide product troubleshooting, own cases end-to-end, document thoroughly, and identify upsell opportunities while maintaining QA and process standards.

Qualifications

• Bachelor’s degree in Commerce or Finance preferred.
• 1–3 years of product support, SaaS, or customer support experience.
• Mandatory experience in Finance/accounting processes (claims, billing, payroll, AP/AR).
• 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 with case ownership.
• Provide product guidance, troubleshoot, and identify upsell opportunities.
• Document cases accurately and maintain QA standards.
• Drive product adoption and customer satisfaction.
• Support sales by passing high-intent leads when appropriate.
• Achieve KPIs on quality, CSAT, and productivity.

Skills

Product support

SaaS

CRM proficiency

Multichannel handling

Finance/accounting basics

International voice

Education

Bachelor’s degree in Commerce or Finance

Tools

CRM systems

Job description

Senior Executive | Product Support Specialist- SMB| Customer Strategy & Design

• Location: Hyderabad
• Entity: Deloitte Touche Tohmatsu India LLP

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 a Senior Executive in our Team youll build and nurture positive working relationships with teams and customers with the intention to exceed client expectations: -

Work you’ll do as a Senior Executive

• 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
• 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)
• 1–3 years of experience in product support, SaaS, or customer support roles
• Mandatory 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