Job Title:  Associate Analyst | Customer Experience | Mumbai | Customer Strategy & Design

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The team

The Deloitte South Asia strategic growth team serves as a central pillar driving growth and transformation within DSA, spanning several business lines and various technology functions.  We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.

In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of DSA business growth for the specific client.

You will be part of a global organization that is making a measurable impact that matters every day.

Your work profile

This is a SaaS Product Support Specialist – Level 2 role where the one would be responsible to support customers by resolving moderate complexity product issues, guiding them through workflows, troubleshooting common scenarios, and assisting with operational or financial tasks. The role requires strong problem-solving capability, independent case handling, and proactive customer engagement. Additionally, the specialist plays an important role in identifying product adoption opportunities, supporting upsell actions, and ensuring high-quality documentation and compliance across all customer interactions. 

Key Responsibilities - 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. 

Customer Interaction & Support 

Handle customer interactions via voice, chat, and email 

Support customers with product troubleshooting, workflow navigation, installation, and “howto” queries 

Diagnose and resolve moderate complexity issues 

Case Management 

Maintain end-to-end ownership of customer cases 

Ensure detailed and accurate documentation for every case 

Opportunity Identification 

Identify opportunities for feature adoption and product upgrades 

Support upsell actions or pass high intent leads to sales teams 

Quality, Compliance & Standards 

Ensure adherence to QA, documentation, and process standards 

Expectations from the Individual 

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 

Skills Required (Tabular Format) 

Functional Skills 

• Strong product troubleshooting capability 
• Basic to intermediate accounting knowledge 

Communication Skills 

• Versant B2+ to C1 preferred 

Technical/Operational Skills 

• CRM proficiency 
• Multichannel handling capability 

Behavioral & Cultural Fit 

• Ownership mindset 
• Analytical thinking 
• Customer centric approach 
• Adaptability to changing workflows 

Educational qualifications

• Bachelor’s degree (Commerce, Business, or related fields preferred)

• 1–2 years of experience in customer support or voice-based processes

Location and way of working

Base location: Bengaluru

Your role as a leader

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, leaders across our organization must strive to be:

Inspiring - Leading with integrity to build inclusion and motivation

Committed to creating purpose - Creating a sense of vision and purpose

Agile - Achieving high-quality results through collaboration and Team unity

Skilled at building diverse capability - Developing diverse capabilities for the future

Persuasive / Influencing - Persuading and influencing stakeholders

Collaborating - Partnering to build new solutions

Delivering value - Showing commercial acumen

Committed to expanding business - Leveraging new business opportunities

Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization

Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities

Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

Managing change - Responding to changing environment with resilience

Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision

Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems

Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte

Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive. 

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.  

Interview tips

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