Senior Executive Product Support Specialist- SMB

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 clients 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