Product Adoption Specialist

4 weeks ago

Hyderabad, India KEKA TECHNOLOGIES Full time

Job Description Responsibilities: - Provide exceptional technical support to customers via various channels including phone, email, and chat. - Troubleshoot product-related issues reported by customers and identify root causes. - Document and track customer inquiries, issues, and resolutions using a ticketing system. - Collaborate with cross-functional teams including Engineering and Product Management to resolve complex technical issues and provide faster resolutions . - Perform software installations, upgrades, and configurations for customers as needed. - Create and maintain support documentation, knowledge base articles, and FAQs. - Conduct product training sessions for customers to enhance their understanding and usage of our products. - Proactively identify trends in customer issues and work towards implementing preventative measures. - Escalate critical issues to appropriate teams and follow up until resolution is achieved. - Continuously strive to improve customer satisfaction and retention through exceptional support experiences. - Focus on customer satisfaction and first-time resolution. - Own customer reported issues and see problems through to resolution; be an advocate for our customers and their needs. - Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment - Be a trusted advisor to our customers on issues related to Kekaproducts and experience in a way that results in high customer satisfaction Requirements: - A minimum of 1 year of experience in a technical support role, preferably within a B2B SaaS environment. - Excellent interpersonal and communication skills, with the ability to clearly explain technical concepts to non-technical users. - Strong problem-solving and analytical abilities, as well as a keen attention to detail. - Self-motivated and able to work independently, as well as collaborate effectively with cross-functional teams. - Bachelors degree in computer science, Information Technology, or a related field is preferred. - Comfortable working in a fast-paced, dynamic environment with shifting priorities. - Familiarity with support tools such as ticketing systems, remote access tools, and knowledge base platforms

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