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 solid 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 Requirements

Required Qualifications

Bachelor’s degree (Commerce or Finance preferred)

1–3 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 (Tabular Format)

Skill Category Skills Included Functional Skills • Strong product troubleshooting capability

- Basic to intermediate accounting knowledge Communication Skills • Versant B2+ to C1 preferred Technical/Operational Skills • CRM proficiency
- Multi‑channel handling capability Behavioral & Cultural Fit • Ownership mindset
- Analytical thinking
- Customer‑centric approach
- Adaptability to changing workflows

📌 Product Support Specialist (Bengaluru)
🏢 EMBARK SERVICES PRIVATE
📍 Bengaluru