Join a dynamic team focused on enhancing customer experience through expert product support. This role is central to driving functional excellence and innovation within enterprise technology. You'll have the opportunity to build strong client relationships and exceed expectations.

As a Product Support Specialist, you will be instrumental in delivering exceptional customer service across various communication channels. Your responsibilities will include ensuring comprehensive case management, providing insightful product guidance, and actively identifying opportunities for growth and improvement.

This is a night shift position that requires a proactive approach to problem-solving and a commitment to customer satisfaction.

Handle customer inquiries via voice, chat, and email. Provide in-depth product troubleshooting, guide users through workflows, assist with installations, and answer 'how-to' questions. Independently manage and resolve customer issues with moderate complexity. Maintain complete ownership of customer cases from initiation to resolution. Ensure meticulous and accurate documentation for every interaction. Identify opportunities for customers to adopt new features and upgrade products. Contribute to sales efforts by identifying potential leads or passing high-intent prospects to sales teams. Adhere strictly to Quality Assurance, documentation, and process standards. Effectively manage customer queries with minimal supervision. Achieve and exceed Key Performance Indicators (KPIs) related to quality, customer satisfaction (CSAT), and productivity. Proactively identify customer needs and facilitate sales opportunities. Maintain high-quality and compliant documentation for all cases.

A Bachelor's degree, preferably in Commerce or Finance, is required. We are seeking candidates with 0-1 years of experience in product support, SaaS, or customer support roles. Demonstrated troubleshooting experience is essential for this position. Experience with Finance or Accounting processes such as Claims, Billing, AP, or AR is highly desirable. Familiarity with international voice processes is a plus. Possess strong product troubleshooting capabilities. Basic to intermediate knowledge of accounting principles is necessary. Versant proficiency at a B2+ to C1 level is preferred. Proficiency in CRM systems is required. Capability to handle multi-channel customer interactions is essential.