Job Summary

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 significant role in identifying product adoption opportunities, supporting serve-to-sell actions, and ensuring high-quality documentation and compliance across all customer interactions.
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
- Bachelor degree (Commerce or Finance preferred)
- 13 years of experience in product support, SaaS, or cu

📌 Product Support Specialist (Bengaluru)
🏢 Embarkgcc Services
📍 Bengaluru