The team

Customer 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

- 5 years of technical support or help desk experience.
- Experience of working on Salesforce or exposure to SaaS/cloud based applications.
- Clear spoken English and Hindi, active listening, empathy, and the ability to explain technical concepts to non technical users.
- Experience with Windows, Word and Excel and communication tools like Teams, Zoom.
- Solid written skills for clear ticket notes.
- Willingness to learn new releases quickly and adapt to evolving procedures.

Key skills required:

- Answer inbound calls, chat, or email tickets promptly (target < 30 second answer time).
- Gather clear, concise details about the issue (platform, steps taken).




- Follow documented troubleshooting scripts to reproduce the reported problem.
- Use available tools and knowledge base articles to identify root causes.
- Apply known fixes or work arounds based on your product knowledge.
- Verify with the customer that the issue is resolved before closing the case.
- When a problem cannot be solved at Tier 1, create a high quality escalation ticket for Tier 2/3:
- Meet or exceed SLA targets for response, resolution, and customer satisfaction (CSAT).
- Adhere to call handling best practices and compliance guidelines.

Desired Qualifications:

- Graduate degree (Science or Engineering) from premier institutes

Location and way of working:

- Base location: Mumbai

- Workday - Monday to Saturday
- Timings- 9:30 am to 6:30 PM shift

📌 T&T | Customer | S&S | Associate Analyst | SFDC | Mumbai
🏢 Deloitte
📍 Mumbai