Product Support Specialist

Role Overview - The GBSG Product Support Specialist –
Standard Level supports 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 serve‑to‑sell 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 “how‑to” 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
  serve‑to‑sell 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
  

Requirements

Required Qualifications

• Bachelor’s
  degree (Commerce or Finance preferred)
  
• 1–3
  years of experience in product support, SaaS, or customer support roles
  
• Mandatory
  Experience needed in Finance or Accounting processes like Claims, billing,
  payroll, AP, AR etc.
  
• Handled
  International voice processes
  

Skills Required (Tabular Format)