This Senior Associate role in Customer Experience focuses on delivering exceptional support to customers by resolving product-related issues. You'll guide users through workflows, troubleshoot common problems, and assist with operational and financial tasks. A strong problem-solving ability, independent case management, and proactive customer engagement are key. Additionally, you will identify opportunities for product adoption, support sales initiatives, and maintain high standards for documentation and compliance in all customer interactions.

As a GBSG Product Support Specialist, your core function is to provide effective customer support across various channels. You'll take full ownership of cases, offer product guidance, and actively seek opportunities to enhance customer satisfaction and product usage. This role is crucial for fostering strong customer relationships and driving business growth.

Manage customer inquiries via phone, chat, and email, providing support for product troubleshooting, workflow guidance, installations, and "how-to" questions. Diagnose and resolve moderately complex customer issues with efficiency and accuracy.

Maintain complete end-to-end ownership of all customer cases, ensuring detailed and accurate documentation for each interaction. This meticulous record-keeping is vital for tracking progress and ensuring quality.

Proactively identify opportunities for customers to adopt new features and product upgrades. Support serve-to-sell actions and effectively transfer high-intent leads to the sales team for further engagement.

Ensure strict adherence to quality assurance, documentation, and process standards in all customer-facing activities. Uphold the company's commitment to excellence.

Independently handle customer queries with minimal supervision, demonstrating strong autonomy and problem-solving skills. Achieve and maintain high performance on key performance indicators (KPIs) including quality, customer satisfaction (CSAT), and productivity.

Actively listen to and identify customer needs, leveraging these insights to enable sales opportunities and contribute to revenue generation. Maintain impeccable, high-quality, and compliant case documentation for all customer interactions.

Possess a Bachelor's degree, with a preference for Commerce or Finance. Bring 1-3 years of experience in product support, SaaS environments, or customer support roles. Essential skills include strong product troubleshooting capabilities, basic to intermediate accounting knowledge, CRM proficiency, and multi-channel communication skills. A Versant score of B2+ to C1 is preferred.