Join our dynamic team as an Analyst specializing in Product Support for SMBs within the Customer Strategy & Design division. This role is crucial for delivering exceptional customer experiences, focusing on effective support across various channels, ensuring comprehensive case ownership, and driving product adoption. You will be instrumental in building strong client relationships and exceeding expectations by providing expert guidance and identifying growth opportunities.

This is an exciting opportunity to contribute to a leading enterprise technology environment, where innovation and functional excellence are paramount. Become a key player in enhancing customer satisfaction and product success.

As a Senior Executive (Analyst), you will manage customer interactions through voice, chat, and email, often during night shifts. Your primary focus will be on providing product troubleshooting, guiding users through workflows, and assisting with installation and "how-to" queries. You'll independently diagnose and resolve issues, maintain complete ownership of customer cases, and ensure meticulous documentation. Furthermore, you will identify opportunities for feature adoption, support sales actions by identifying high-intent leads, and uphold stringent quality and process standards. Delivering strong performance on key metrics such as quality, CSAT, and productivity is essential. Proactively identifying customer needs and enabling sales opportunities while maintaining high-quality, compliant case documentation will be central to your role.

We are seeking candidates with a Bachelor's degree, preferably in Commerce or Finance, and 1-3 years of experience in product support, SaaS, or customer support roles. Essential qualifications include strong product troubleshooting capabilities and experience handling international voice processes. Familiarity with finance or accounting concepts like Claims, Billing, AP, and AR is highly desirable. Proficiency in CRM systems and multi-channel communication is expected. A basic to intermediate understanding of accounting principles and a Versant score of B2+ to C1 are also preferred. Candidates must demonstrate the ability to handle customer queries independently and deliver on performance KPIs.