T&T- Customer- CSAD- Customer Exp- Analyst- Hyderabad

Analyst | Product Support Specialist- SMB| Customer Strategy & Design

Location: Hyderabad

The team

Work you’ll do as a Senior Executive (Analyst)

• 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.
• Handle customer interactions via voice, chat, and email
• This will be a night shift role.
• Support customers with product troubleshooting, workflow navigation, installation, and “how to” queries
• Diagnose and resolve moderate complexity issues
• Maintain end to end ownership of customer cases
• Ensure detailed and accurate documentation for every case
• Identify opportunities for feature adoption and product upgrades
• Support serves to sell actions or pass high intent leads to sales teams
• Ensure adherence to QA, documentation, and process standards
• 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

Desired Qualifications

• Required Qualifications
• Bachelor’s degree (Commerce or Finance preferred)
• 1-3 years of experience in product support, SaaS, or customer support roles
• MUST have troubleshooting exp.
• Good to have experience needed in Finance or Accounting processes like Claims, billing, AP, AR etc.
• Handled International voice processes
• Strong product troubleshooting capability
  Basic to intermediate accounting knowledge
• Versant B2+ to C1 preferred
• CRM proficiency
• Multi‑channel handling capability