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 chance 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 solid 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
Robust product troubleshooting capability Basic to intermediate accounting knowledge
Versant B2+ to C1 preferred
CRM proficiency
Multichannel handling capability

📌 Senior Executive Product Support Specialist Smb Hyderabad (India)
🏢 Deloitte Shared Services India
📍 India