Join our dynamic team as an Analyst in Product Support Specialist role, focusing on SMB clients within Customer Strategy & Design. This position offers a unique opportunity to drive customer satisfaction and product adoption through expert support.

We are seeking individuals who are passionate about delivering exceptional customer experiences and possess a strong aptitude for problem-solving. This role is ideal for those looking to contribute to a growing enterprise technology environment.

As an Associate, your primary focus will be on providing effective customer support across various channels, ensuring complete case ownership and product guidance. You will independently manage customer issues, maintain accurate documentation, and play a crucial role in enhancing product adoption and overall customer satisfaction.

Key responsibilities include: - Handling customer interactions via voice, chat, and email. - Providing product troubleshooting, workflow guidance, and answering “how to” queries. - Diagnosing and resolving moderate complexity issues independently. - Maintaining end-to-end ownership of customer cases and ensuring accurate documentation. - Identifying opportunities for feature adoption and product upgrades. - Supporting sales actions and escalating high-intent leads. - Adhering to quality, documentation, and process standards. - Delivering strong performance on key performance indicators (KPIs) such as quality, CSAT, and productivity. - Actively identifying customer needs and enabling sales opportunities.

We are looking for candidates with a Bachelor's degree, preferably in Commerce or Finance, and 0-1 years of experience in product support, SaaS, or customer support roles. A proven track record in troubleshooting is essential.

Ideal candidates will possess: - Experience in troubleshooting. - Familiarity with Finance or Accounting processes (e.g., Claims, billing, AP, AR) is advantageous. - Experience in handling international voice processes. - Strong product troubleshooting capabilities. - Basic to intermediate accounting knowledge. - Proficiency in Versant B2+ to C1. - CRM proficiency. - Multi-channel handling capability. This is a night shift role.