Analyst | Customer Experience | Customer Strategy & Design

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

Required Qualifications:

• Bachelor's degree (Commerce or Finance preferred)
• 3-10 years of experience in product support, SaaS, or customer support roles

Skills Required (Tabular Format):

Functional Skills:

• Strong product troubleshooting capability
• Basic to intermediate accounting knowledge

Communication Skills:

• Versant B2+ to C1/C2 preferred

Technical/Operational Skills:

• CRM proficiency
• Multi-channel handling capability

Behavioral & Cultural Fit:

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