Join our dynamic team as an Analyst specializing in Product Support for SMBs within Customer Strategy & Design. This role, based in Hyderabad, offers a one-year contract opportunity to enhance customer experience through exceptional support and product guidance.

We are looking for a dedicated professional who can foster strong client relationships and consistently exceed expectations. This position is integral to our mission of driving functional excellence and innovation.

As a Product Support Specialist, your primary focus will be on delivering outstanding customer service across various communication channels, ensuring comprehensive case ownership and proactive opportunity identification. You will independently manage customer inquiries, maintain accurate records, and contribute to increased product adoption and overall customer satisfaction.

Key responsibilities include handling customer interactions via voice, chat, and email (night shift required), providing product troubleshooting and guidance, diagnosing and resolving issues, and maintaining end-to-end ownership of customer cases. You will also identify opportunities for feature adoption, support sales initiatives, and ensure adherence to quality and process standards while delivering strong performance on key metrics.

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. Essential qualifications include strong troubleshooting capabilities, experience with international voice processes, and proficiency in CRM systems and multi-channel communication.

While not mandatory, experience in finance or accounting processes such as claims, billing, AP, or AR, along with basic to intermediate accounting knowledge, would be advantageous. Fluency in Versant (B2+ to C1) is preferred. The ability to handle customer queries independently with minimal supervision and a commitment to maintaining high-quality, compliant documentation are crucial for success in this role.