Product Support Specialist

Location: Hyderabad

Shift: US shift

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 prospects, 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 robust performance on KPIs (quality, CSAT, productivity)
Actively identify customer needs and enable sales opportunities
Maintain high-quality and compliant case documentation

Required Qualifications
Bachelor’s degree (Commerce or Finance preferred)
3–10 years of experience in product support, SaaS, or customer support roles

Skills Required (Tabular Format)

Functional Skills
Strong product troubleshooting capability
Basic to intermediate accounting knowledge

Communication Skills
Versant B2 to C1/C2 preferred

Technical/Operational Skills
CRM proficiency
Multi-channel handling capability

Behavioral & Cultural Fit
Ownership mindset
Analytical thinking
Customer-centric approach
Adaptability to changing workflows

📌 Analyst Customer Experience Hyderabad Customer Strategy & Design
🏢 Deloitte
📍 Hyderabad