Job Title: Product Support Specialist Standard Level

Location: Hyderabad (Onsite - All 5days work from office)

Shift: US Shift (6pm to 6am IST)

Role Overview - The GBSG Product Support Specialist Standard Level supports customers by resolving moderatecomplexity product issues, guiding them through workflows, troubleshooting common scenarios, and assisting with operational or financial tasks. The role requires solid problemsolving capability, independent case handling, and proactive customer engagement. Additionally, the specialist plays an important role in identifying product adoption opportunities, supporting servetosell 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 howto queries
- Diagnose and resolve moderatecomplexity issues

Case Management

- Maintain endtoend ownership of customer cases




- Ensure detailed and accurate documentation for every case

Opportunity Identification

- Identify opportunities for feature adoption and product upgrades
- Support servetosell actions or pass highintent 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 highquality and compliant case documentation

Required Qualifications

- Bachelors 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.
- Handled International voice processes

Skills Required: Functional Skills-

- Strong product troubleshooting capability.
- Basic to intermediate accounting knowledge

Communication Skills- Versant B2+ to C1 preferred Technical/Operational Skills-

- CRM proficiency
- Multichannel handling capability

Behavioral & Cultural Fit

- Ownership mindset
- Analytical thinking
- Customercentric approach
- Adaptability to changing workflows

📌 Product Support Specialist - International Voice Process (Hyderabad)
🏢 Embarkgcc Services
📍 Hyderabad