Product Support Specialist

Job Summary

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.

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

• Bachelor degree (Commerce or Finance preferred)
• 13 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.

Skills

• Strong product troubleshooting capability
• CRM proficiency
• Multi-channel handling capability
• Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• Ownership mindset
• Analytical thinking
• Customer-centric approach
• Adaptability to changing workflows

Experience Job Details

• Work Experience: 5+ years
• Job Type: Full time
• Job Opening Name: Product Support Specialist
• Location: Karnataka, India

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