Product Support Specialist

Runmap Infotech Private Ltd.; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

A technology solutions provider in Hyderabad is looking for a GBSG Product Support Specialist to deliver high-quality customer support. You will handle customer issues across voice, chat, and email while maintaining compliance and quality standards. Candidates should have a bachelor's degree (Commerce or Finance preferred) and strong problem-solving skills. The role requires delivering on customer satisfaction metrics and identifying sales opportunities through exceptional customer engagement.

Qualifications

• Strong problem-solving skills are essential for this role.
• Ability to handle customer queries independently with minimal supervision.
• Proficient in maintaining accurate and compliant documentation.

Responsibilities

• Deliver exceptional customer support through various channels.
• Take end-to-end ownership of customer cases and ensure successful resolution.
• Identify opportunities for supporting serve-to-sell initiatives.

Skills

Problem-solving skills

Customer interaction

Case management

Documentation skills

Compliance understanding

Education

Bachelor’s degree (Commerce or Finance preferred)

Job description

Job Title

GBSG Product Support Specialist – Standard Level

Role Overview

The GBSG Product Support Specialist – Standard Level is responsible for delivering high-quality customer support by resolving moderately complex product issues, guiding customers through workflows, and assisting with operational or financial queries.

This role requires strong problem‑solving skills, independent case handling, and proactive engagement to enhance customer satisfaction. The specialist also contributes to product adoption by identifying opportunities and supporting serve‑to‑sell initiatives while maintaining strict documentation and compliance standards.

Key Responsibilities

1. Customer Interaction & Support

• Handle customer interactions via voice, chat, and email
• Assist customers with:
• Workflow navigation
• Diagnose and resolve moderately complex issues efficiently

2. Case Management

• Take end‑to‑end ownership of customer cases
• Ensure accurate and detailed documentation for every interaction
• Track and manage cases until resolution

3. Opportunity Identification

• Identify opportunities for:
• Support serve‑to‑sell initiatives
• Share high‑potential leads with the sales team

4. Quality, Compliance & Standards

• Adhere to QA and process standards
• Maintain high‑quality documentation
• Ensure compliance across all customer interactions

Expectations from the Individual

• Handle customer queries independently with minimal supervision
• Deliver strong performance on:
• Quality
• CSAT (Customer Satisfaction)
• Productivity
• Proactively identify customer needs and potential sales opportunities
• Maintain accurate and compliant documentation

Required Qualifications

• Bachelor’s degree (Commerce or Finance preferred)