Job Title:  Consultant | Salesforce | Mumbai | Sales & Service

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 

Deloitte’s Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities in business intelligence & visualization, data management, performance management and next-generation analytics and technologies, including big data, cloud, cognitive and machine learning.  

Your work profile. 

As a consultant in our customer Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: - 

Role Summary 

As a Consultant in our Consulting team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations. You’ll: 

• Takes responsibility for own work or workstream meeting engagement/project objectives and Deloitte quality standards 
• Develop solution using Salesforce configure and customization features. 
• Proactively identifies workstream risks and issues; resolves them or escalates to engagement/account leadership 
• Identifies opportunities to improve the efficiency and effectiveness of key processes within a business function 
• Builds knowledge in a sector by contributing to relevant firm initiatives and eminence, and/or by attending sector conferences 
• Applies awareness of global trends to address client needs and enhance recommendations 
• Understands the impact of emerging technologies on relevant functions and processes 

 Background

Client is leading tyre manufacturer in India. Support Center is the first point of contact for channel partners and internal staff who need help in using clients’ digital tools. Tier 1 agents are responsible for delivering a friendly, professional experience, quickly diagnosing problems, providing work‑arounds, and escalating more complex bugs to Tier 2/3 engineers. Typical callers will be tyre dealers, tyre distributors and internal employees. The platforms supported are Web applications, Android and iOS applications.

Timings

• Workday - Monday to Saturday
• 4 associates in 9:30 am to 6:30 PM shift
• 1 associate in 12 – 9 PM shift.

Required Skills & Experience

• 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.
• Strong written skills for clear ticket notes.
• Willingness to learn new releases quickly and adapt to evolving procedures.

Education- Any Graduate

Key Responsibilities

•    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.

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 characterized 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 recognize 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 

We want job seekers exploring opportunities at Deloitte to feel prepared, confident, and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.