Analyst | Product Support Specialist- Payments| Customer Strategy & Design Location: Hyderabad The team Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about Customer Your work profile As an Analyst in our Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: - Work you’ll do as a Senior Executive This role focuses on delivering customer support for Payments products and money movement services, helping customers with payment processing, funding issues, transaction troubleshooting, bank connectivity concerns, and related workflows. Specialists independently manage customer issues, provide accurate guidance, and ensure a seamless customer support experience while driving customer satisfaction. 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 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 Mandatory experience in Payments, Banking Operations, Finance Operations, Accounting, FinTech, AP, AR, Billing, or related domains Experience supporting payment processing, banking, merchant services, money movement, or transaction-related workflows preferred Handled International voice processes Strong product troubleshooting capability Basic to intermediate accounting knowledge Versant B2 to C1 preferred CRM proficiency Multi‑channel handling capability
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