Join our team as a Product Support Specialist in Hyderabad, focusing on delivering exceptional customer experiences. This role involves resolving complex product issues, guiding users through workflows, and troubleshooting various scenarios. You will be instrumental in identifying product adoption opportunities, supporting sales initiatives, and maintaining high standards of documentation and compliance. This is a full-time, onsite position requiring a US shift.

Your primary responsibility will be to provide effective customer support across multiple communication channels. You will own customer cases from start to finish, offer expert product guidance, and proactively identify areas for customer growth. Ensuring accurate documentation and contributing to overall customer satisfaction are key aspects of this role.

- Engage with customers through voice, chat, and email to address their inquiries. - Provide support for product troubleshooting, workflow navigation, installation guidance, and "how-to" questions. - Diagnose and effectively resolve moderately complex product issues. - Maintain complete ownership of customer cases from initiation to resolution. - Ensure all case documentation is detailed, accurate, and up-to-date. - Identify opportunities for customers to adopt new features or upgrade products. - Support "serve-to-sell" actions by identifying high-intent leads for sales teams. - Adhere strictly to Quality Assurance, documentation, and process standards.

- Hold a Bachelor's degree, with a preference for Commerce or Finance. - Possess 3 to 10 years of experience in product support, SaaS, or customer support roles. - Demonstrate strong product troubleshooting capabilities and basic to intermediate accounting knowledge. - Exhibit proficiency in CRM systems and multi-channel communication handling. - Possess an ownership mindset, strong analytical thinking, and a customer-centric approach. - Be adaptable to evolving workflows and maintain high-quality, compliant case documentation. - Deliver strong performance against key performance indicators (KPIs) such as quality, customer satisfaction (CSAT), and productivity. Handle customer queries independently with minimal supervision.