Role Overview - The GBSG Product Support Specialist –
Standard Level supports customers by resolving moderate‑complexity product
issues, guiding them through workflows, troubleshooting common scenarios, and
assisting with operational or financial tasks. The role requires strong problem‑solving
capability, independent case handling, and proactive customer engagement.
Additionally, the specialist plays an important role in identifying product
adoption opportunities, supporting serve‑to‑sell actions, and ensuring
high-quality documentation and compliance across all customer interactions.
Key Responsibilities - This role focuses on
delivering effective customer support across multiple channels while ensuring
complete case ownership, product guidance, and opportunity identification.
Specialists independently manage customer issues, ensure accurate
documentation, and contribute to overall product adoption and customer
satisfaction.
Customer Interaction & Support
- Handle
customer interactions via voice, chat, and email
- Support
customers with product troubleshooting, workflow navigation, installation,
and “how‑to” queries
- Diagnose
and resolve moderate‑complexity issues
Case Management
- Maintain
end‑to‑end ownership of customer cases
- Ensure
detailed and accurate documentation for every case
Opportunity Identification
- Identify
opportunities for feature adoption and product upgrades
- Support
serve‑to‑sell actions or pass high‑intent leads to sales teams
Quality, Compliance & Standards
- Ensure
adherence to QA, documentation, and process standards
Expectations from the Individual
- Handle
customer queries independently with minimal supervision
- Deliver
strong performance on KPIs (quality, CSAT, productivity)
- Actively
identify customer needs and enable sales opportunities
- Maintain
high‑quality and compliant case documentation
Requirements
Required Qualifications
- Bachelor’s
degree (Commerce or Finance preferred)
- 1–3
years of experience in product support, SaaS, or customer support roles
- Mandatory
Experience needed in Finance or Accounting processes like Claims, billing,
payroll, AP, AR etc.
- Handled
International voice processes
Skills Required (Tabular Format)
Skill
Category
Skills
Included
Functional
Skills
Communication
Skills
• Versant B2+ to C1 preferred
Technical/Operational
Skills
Behavioral
& Cultural Fit
Skills Required
- Bachelor's degree
- Commerce or Finance background
- 1-3 years of experience in product support, SaaS, or customer support
- Experience with finance or accounting processes, such as claims, billing, payroll, accounts payable, or accounts receivable
- Experience handling international voice processes
- Strong product troubleshooting capability
- Basic to intermediate accounting knowledge
- Versant English proficiency at B2+ to C1 level
- CRM proficiency
- Multichannel customer support capability
What We Do
Embark is a specialized consulting and execution platform that helps global enterprises establish, operate, scale, and transform Global Capability Centres in India. Its integrated offering spans strategy, workspace, talent, human resources, legal, finance, tax, real estate, and IT. Operating as an end-to-end partner, Embark supports global companies with setup, managed services, and long-term operational integration.
