Customer Support Representative

Deloitte

About the Role

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.

Key Responsibilities

• 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

Requirements & Tech Stack

• International voice processes
• Strong product troubleshooting capability
• CRM proficiency
• Multi-channel handling capability

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
• Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• Notice period: Up to 60 days