Product Support Specialist

Embarkgcc Services; Bengaluru; On-site; INR 550,000 - 750,000; Full time

Job summary

Embarkgcc Services in Bengaluru, India seeks a Product Support Specialist to guide customers through workflows, troubleshoot product issues, and identify adoption opportunities. The role emphasizes independent case handling, proactive engagement, and high-quality documentation across channels.

Requirements include a bachelor degree in commerce/finance and 5+ years in SaaS or product support, with mandatory experience in finance/accounting processes like claims, billing, payroll, AP/AR.

Qualifications

• Bachelor degree in Commerce or Finance preferred.
• 5+ years in product support, SaaS or customer support.
• Experience in Finance or Accounting processes like Claims, billing, payroll, AP, AR.

Responsibilities

• Deliver effective customer support across multiple channels while ensuring case ownership, product guidance, and opportunity identification.
• Independently manage customer issues, ensure accurate documentation, and contribute to 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.
• 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.

Skills

Troubleshooting

CRM proficiency

Multi-channel support

Accounting basics

English proficiency (B2+/C1)

Ownership mindset

Analytical thinking

Customer-centric

Adaptability

Education

Bachelor's degree in Commerce/Finance

Tools

CRM software

Job description

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 important 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 customer support roles
• Mandatory Experience needed in Finance or Accounting processes like Claims, billing, payroll, AP, AR etc.

Skills

• Strong product troubleshooting capability
• CRM proficiency
• Multi-channel handling capability
• Basic to intermediate accounting knowledge
Versant B2+ to C1 preferred
• Ownership mindset
• Analytical thinking
• Customer-centric approach
• Adaptability to changing workflows

Experience Job Details

• Work Experience: 5+ years
• Job Type: Full time
• Job Opening Name: Product Support Specialist
• Location: Karnataka, India