Senior Associate - Analyst | Product Support Specialist- SMB

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.

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 Associate:

• 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.
• Handle customer interactions via voice, chat, and email.
• This will be a night shift role.
• 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).
• 0-1 years of experience in product support, SaaS, or customer support roles.
• Must have troubleshooting experience.
• Good to have experience in Finance or Accounting processes like Claims, Billing, AP, AR, etc.
• Handled international voice processes.
• Strong product troubleshooting capability.
• Basic to intermediate accounting knowledge.
• Versant B2+ to C1 preferred.
• CRM proficiency.
• Multi-channel handling capability.