Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

Analyst | Product Support Specialist- Payroll| Customer Strategy & Design

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

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

Work you’ll do as a Senior Executive

This role focuses on delivering customer support for Payroll products and services, helping customers with payroll setup, processing, troubleshooting, payment corrections, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a high-quality support experience while driving customer satisfaction.

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

Desired Qualifications

Required Qualifications

Bachelor’s degree (Commerce or Finance preferred)

1–3 years of experience in product support, SaaS, or customer support roles

Mandatory experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, Billing, or related domains

Experience supporting payroll products, payroll processing workflows, or payroll-related customer queries preferred

Handled International voice processes

Understanding of payroll concepts such as pay runs, direct deposits, payroll taxes, deductions, and employee payments

Strong product troubleshooting capability

Basic to intermediate accounting knowledge

Versant B2+ to C1 preferred

CRM proficiency

Multi‑channel handling capability