Runmap Infotech Private Ltd.
Website:
runmapglobal.com
Job details:
Job Title: GBSG Product Support Specialist – Standard Level
Role Overview
The GBSG Product Support Specialist – Standard Level is responsible for delivering high-quality customer support by resolving moderately complex product issues, guiding customers through workflows, and assisting with operational or financial queries.
This role requires strong problem-solving skills, independent case handling, and proactive engagement to enhance customer satisfaction. The specialist also contributes to product adoption by identifying opportunities and supporting serve-to-sell initiatives while maintaining strict documentation and compliance standards.
Key Responsibilities
1. Customer Interaction & Support
- Handle customer interactions via voice, chat, and email
- Assist customers with:
- Product troubleshooting
- Workflow navigation
- Installation support
- “How-to” queries
- Diagnose and resolve moderately complex issues efficiently
2. Case Management
- Take end-to-end ownership of customer cases
- Ensure accurate and detailed documentation for every interaction
- Track and manage cases until resolution
3. Opportunity Identification
- Identify opportunities for:
- Feature adoption
- Product upgrades
- Support serve-to-sell initiatives
- Share high-potential leads with the sales team
4. Quality, Compliance & Standards
- Adhere to QA and process standards
- Maintain high-quality documentation
- Ensure compliance across all customer interactions
Expectations from the Individual
- Handle customer queries independently with minimal supervision
- Deliver strong performance on:
- Quality
- CSAT (Customer Satisfaction)
- Productivity
- Proactively identify customer needs and potential sales opportunities
- Maintain accurate and compliant documentation
Required Qualifications
- Bachelor’s degree (Commerce or Finance preferred)
- 1–3 years of experience in:
- Product Support
- SaaS
- Customer Support roles
Click on Apply to know more.