Job Title: Analyst | Customer Experience | Hyderabad | Customer Strategy & Design
Any candidate not ok with FTC roles (For Product Specialist - Standard FLE)
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 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.
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
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
Will also be applicable for All Support Roles – SME, Team Lead, QA, Tier 2, SER Champ, Training Facilitator, WFM & RTM
Location: Hyderabad
Candidates being considered for Support Roles should have relevant experience in SaaS-based product support / technical customer support operations. Depending on the role, candidates should demonstrate strong product and process understanding, troubleshooting capability, operational ownership, analytical skills, and the ability to work effectively with frontline teams and cross-functional stakeholders. Experience in a voice/chat-based contact center environment and working in US shifts is preferred.
SME – Product Support
Candidates should have strong product and process expertise in a SaaS/product support environment, with the ability to resolve complex queries, support frontline agents with escalations, and provide real-time guidance. They should be capable of identifying recurring issues, conducting root-cause analysis, supporting knowledge management, and coaching teams on product/process updates.
Team Lead – Product Support
Candidates should have experience managing frontline customer/product support teams, with ownership of SLA, quality, productivity, adherence, and customer experience metrics. The role requires strong people management, performance coaching, escalation handling, team engagement, and coordination with QA, Training, WFM, and other support functions.
Tier 2 – Product Support
Candidates should have strong experience in technical/product support, with the ability to handle complex issues escalated by frontline teams. The role requires advanced troubleshooting, root-cause analysis, strong product understanding, and coordination with SMEs and other teams for timely resolution.
Quality Analyst (QA) – Product Support
Candidates should have experience in quality monitoring within product/customer support operations, including interaction audits, compliance checks, defect identification, and feedback/coaching. Strong analytical skills, attention to detail, and understanding of quality metrics and customer experience standards are essential.
Training Facilitator – Product Support
Candidates should have experience delivering New Hire, product, process, and refresher training in a customer/product support environment. They should be capable of facilitating training, conducting assessments and certifications, supporting nesting, identifying learning gaps, and maintaining/updating training content.
Workforce Management (WFM)
Candidates should have hands-on experience in workforce forecasting, capacity planning, scheduling, and staffing optimization within contact center/product support operations. Strong understanding of shrinkage, occupancy, utilization, SLA planning, workforce analytics, and relevant WFM tools is required.
Real-Time Management (RTM)
Candidates should have experience in real-time monitoring and intraday workforce management, including schedule adherence, queue and SLA monitoring, staffing gaps, and intraday adjustments. They should work closely with Operations and WFM to manage demand fluctuations and maintain service levels.
SER Champ– Product Support
Candidates should have experience in SaaS/product-based customer support with a strong serve-to-sell and revenue mindset. They should be able to identify upsell and cross-sell opportunities, understand customer needs, recommend relevant products/features or upgrades, and support frontline agents in improving sales conversations and conversions. Strong consultative selling, objection handling, customer communication, coaching, and performance tracking skills are required, with the ability to balance customer experience with revenue and product adoption goals.