Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

• Job requisition ID : 107290 

• 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

Work you’ll do as an Analyst

Role Overview – The SaaS Product Support Specialist – Level 3 will be responsible to manage high complexity customer scenarios requiring advanced troubleshooting, escalation handling, and deep understanding of specialized workflows. This role supports multilayered business processes, provides consultative guidance, and contributes to revenue enablement through advanced upsell interactions. The specialist ensures exceptional customer experience by delivering structured, accurate, and business aligned solutions while maintaining high standards of quality, compliance, and documentation. Additionally, they play a key role in mentoring junior team members and ensuring seamless support for complex business environments.

Key Responsibilities - In this role, the specialist manages complex customer interactions across channels, resolves escalated and non-standard issues and drives product adoption through consultative engagement. They support sophisticated business workflows and ensure high-quality case handling.

Customer Interaction & Resolution

• Handle complex customer interactions via voice and digital channels

• Resolve escalations, advanced product issues, and non-standard workflows

• Support multidentate and specialized business scenarios, such as migrations

Consultative Engagement

• Provide structured and consultative guidance to customers

• Drive product adoption, upgrades, and advanced upsell conversations

Quality, Documentation & Compliance

• Maintain high standards of QA, compliance, and documentation

• Ensure strong case ownership and complete resolution

Expectations from the Individual

• Handle high complexity cases independently

• Deliver structured, consultative, and business aligned solutions

• Drive customer satisfaction and revenue enablement outcomes

• Mentor junior team members as required

Key skills required:

• Strong accounting and business workflow understanding

• Advanced troubleshooting capability Communication

• Versant C1 preferred

Operational Skills

• Strong case ownership and resolution capability Behavioral & Cultural Fit

• Consultative mindset

• Strong problem-solving ability

• High ownership and accountability

• Ability to handle high-pressure scenarios

Desired Qualifications

• Bachelor’s degree in Commerce, Finance, or Accounting

• 2–5 years of experience in product support or accounting related roles