Product Support Specialist

Payments Product Support Specialist

Job Summary

We are looking for a Payments Product Support Specialist to provide exceptional customer support for our Payments products and money movement services. The role involves assisting customers with payment processing, funding issues, transaction troubleshooting, bank connectivity, product workflows, and related payment operations.

The ideal candidate will have experience in Payments, Banking Operations, Finance Operations, FinTech, Accounting, Accounts Payable (AP), Accounts Receivable (AR), Billing, or related domains. The candidate should be customer-focused, analytical, and comfortable independently diagnosing and resolving moderately complex issues across voice, chat, and email channels.

The role also involves identifying customer needs, promoting relevant product features and upgrades, and passing high-intent sales opportunities to the appropriate sales teams.

Key Responsibilities

• Handle customer interactions through voice, chat, and email in a professional and customer-focused manner.
• Provide product support and guidance for Payments and money movement solutions.
• Assist customers with payment processing, funding, transactions, bank connectivity, and related workflows.
• Troubleshoot product issues, workflow challenges, installation-related concerns, and "how-to" queries.
• Diagnose and resolve moderately complex customer issues using structured troubleshooting and available resources.
• Take end-to-end ownership of customer cases until resolution or appropriate handoff.
• Maintain detailed, accurate, and compliant documentation for every customer interaction.
• Accurately record troubleshooting steps, findings, resolutions, and customer requirements in the CRM.
• Ensure adherence to established quality, compliance, documentation, and process standards.
• Handle customer queries independently with minimal supervision.
• Meet established performance targets across quality, CSAT, productivity, and case resolution.
• Identify customer needs and recommend relevant product features, solutions, or upgrades where appropriate.
• Identify high-intent sales opportunities and ensure timely handoff to the appropriate Sales team.
• Support product adoption by educating customers on relevant features and workflows.
• Collaborate with internal teams when issues require additional investigation or specialized support.
• Continuously develop knowledge of Payments products, processes, and customer workflows.

Required Qualifications

• Bachelor's degree, preferably in Commerce, Finance, Accounting, or a related discipline.
• 1-3 years of experience in product support, SaaS support, customer support, or a related role.
• Mandatory experience in one or more of the following areas:
• Payments
• Banking Operations
• Finance Operations
• FinTech
• Accounting
• Accounts Payable (AP)
• Accounts Receivable (AR)
• Billing
• Merchant Services
• Money Movement
• Experience supporting payment processing, banking, merchant services, transactions, or money movement workflows is preferred.
• Experience handling international voice processes.
• Strong product troubleshooting and problem-solving skills.
• Basic to intermediate knowledge of accounting and financial processes.
• Strong verbal and written communication skills.
• Ability to explain complex product or payment-related issues in a simple and customer-friendly manner.
• Comfortable working in a high-volume, customer-facing environment.

Preferred Skills

• Versant B2+ to C1 or equivalent English proficiency.
• Experience working with CRM and case management systems.
• Ability to handle multiple support channels, including voice, chat, and email.
• Strong analytical and problem-solving abilities.
• Good understanding of customer service principles and support processes.
• Ability to work independently while following established procedures.
• Strong attention to detail and documentation accuracy.
• Ability to identify customer needs and recognize potential sales or product-adoption opportunities.

Key Performance Indicators (KPIs)

Performance in this role will be measured across areas including:

• Customer Satisfaction (CSAT)
• Quality Assurance (QA)
• Productivity
• Case resolution and ownership
• Response and handling times
• Documentation accuracy
• Process and compliance adherence
• Product adoption and relevant sales opportunity identification

Core Competencies

• Customer-centric mindset
• Payments and financial process knowledge
• Product troubleshooting
• Analytical thinking
• Problem-solving
• Communication and active listening
• Case ownership and accountability
• Attention to detail
• Adaptability
• Multichannel customer support
• Sales awareness and customer need identification
• Process and compliance orientation

Role Objective

The primary objective of this role is to deliver accurate, efficient, and customer-focused support for Payments products and money movement services, while maintaining high standards of quality, compliance, documentation, and customer satisfaction. The role also contributes to product adoption by helping customers understand and effectively use relevant features and solutions.

Few points :

1. Hiring location: Hyderabad
2. Shift timing starts anytime between 6pm to 7:30 pm.

3. 5 days work from office (Deloitte Hyderabad office)
4. 1 Year contractual role on Deloittes payroll.

5. Meals are provided
6. Both side cab facility/transport reimbursement facility is available