Senior Executive- Customer Support (Payments)

Deloitte Shared Services India; Hyderabad; On-site; INR 420,000 - 560,000; Full time

Job summary

Deloitte Shared Services India in Hyderabad is seeking an Analyst for Product Support in Payments. You will handle customer issues, provide guidance, and ensure a seamless support experience across voice, chat, and email channels.

The role focuses on troubleshooting, documentation, and identifying upgrade opportunities while meeting QA standards and driving client satisfaction.

Qualifications

• Bachelor’s degree in Commerce or Finance preferred.
• 1–3 years in product support, SaaS, or customer support.
• Experience in Payments, Banking Operations, Finance Operations, FinTech, or related domains.
• Experience with payments processing and money movement workflows.
• Experience handling International voice processes.
• Strong product troubleshooting and basic accounting knowledge.
• Versant B2+ to C1 preferred.
• CRM proficiency and multichannel support experience.

Responsibilities

• Provide customer support for Payments products and money movement services.
• Handle interactions via voice, chat, and email.
• Troubleshoot product and workflow issues.
• Maintain end-to-end ownership of customer cases.
• Document cases in detail and accurately.
• Identify opportunities for feature adoption and upgrades.
• Support sales opportunities by passing high-intent leads.
• Adhere to QA, documentation, and process standards.
• Deliver strong KPIs (quality, CSAT, productivity).
• Work with cross-functional teams to exceed client expectations.

Skills

Customer support

Product troubleshooting

Multichannel support

CRM proficiency

International voice support

Communication skills

Education

Bachelor’s degree (Commerce or Finance preferred)

Tools

CRM software

Payment platforms

Job description

Analyst | Product Support Specialist- Payments| Customer Strategy & Design

• Location: Hyderabad

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 you’ll do as a Senior Executive

• This role focuses on delivering customer support for Payments products and money movement services, helping customers with payment processing, funding issues, transaction troubleshooting, bank connectivity concerns, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a seamless customer 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)
• 1–3 years of experience in product support, SaaS, or customer support roles
• Mandatory experience in Payments, Banking Operations, Finance Operations, Accounting, FinTech, AP, AR, Billing, or related domains
• Experience supporting payment processing, banking, merchant services, money movement, or transaction-related workflows preferred
• Handled International voice processes
• Strong product troubleshooting capability
  Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• CRM proficiency
• Multichannel handling capability