Product Support Specialist

Deloitte

About the Role

• 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.
• This will be a NIGHT SHIFT ROLE.

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 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

• Troubleshooting experience required.
• International voice processes handling experience.
• Strong product troubleshooting capability.
• CRM proficiency.
• Multi-channel handling capability.

Qualifications

• Bachelor’s degree (Commerce or Finance preferred).
• 1–7 years of experience in product support, SaaS, or customer support roles.
• Good to have experience in Finance or Accounting processes (Claims, billing, AP, AR etc.).
• Basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred.