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 robust problem‑solving
capability, independent case handling, and proactive customer engagement.
Additionally, the specialist plays an key 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 prospect 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 suppor

📌 Product Support Specialist Bengaluru
🏢 Embark Services
📍 Bengaluru