Join a dynamic team as an Analyst specializing in Product Support within Customer Strategy & Design. This role is crucial for enhancing customer experience by providing effective support across various communication channels. You will be instrumental in driving product adoption and ensuring high levels of customer satisfaction, contributing to the overall success of enterprise technology solutions.

This position is based in Hyderabad and operates on a 1-year contract with a remote work mode. The team is dedicated to leveraging technology to foster functional excellence, innovation, and sustained growth.

As an Analyst, you will independently manage customer inquiries via voice, chat, and email, offering expert product guidance and troubleshooting assistance. You'll be responsible for complete case ownership, ensuring accurate and detailed documentation for every interaction. Identifying opportunities for product feature adoption and upgrades will be a key aspect of your role. You will also contribute to sales enablement by identifying high-intent leads and supporting sales actions, all while maintaining adherence to quality, documentation, and process standards. Delivering strong performance on key metrics like quality, CSAT, and productivity is essential.

This role involves handling customer queries with minimal supervision, diagnosing and resolving moderate complexity issues, and actively identifying customer needs to drive sales opportunities. Maintaining high-quality, compliant case documentation is paramount. Please note, this is a night shift position.

Candidates should possess a Bachelor's degree, with a preference for Commerce or Finance backgrounds. A minimum of 3 to 7 years of experience in product support, SaaS, or customer support roles is required, along with proven troubleshooting expertise. Experience with international voice processes and a solid understanding of finance or accounting processes such as claims, billing, AP, and AR are highly desirable. Strong product troubleshooting capabilities, basic to intermediate accounting knowledge, and proficiency in CRM systems are essential. The ability to handle multi-channel customer interactions effectively is also a key requirement.