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 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 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

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