Product Adoption Specialist

About Company

Keka has been a silent revolution in the making since our launch 6 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India's #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don't hide our shortcomings and we aren't afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

Recently, in November 2022, the company secured India's largest Series A SaaS funding with a whopping $57million from WestBridge Capital.

What's the Opportunity?

We are looking for Product Adoption Specialist to join our Customer Success team to help our customers use Keka effectively to run their business. This team works 24x7x365 and so our consultants have to work at times when our customers need help. Applicants to this role will need to be flexible since their shift assignment will be based on the needs of our customers. Once assigned to a shift, we will work with you to ensure your hours are consistent over a long time horizon such that you can ensure a healthy life with good work-life balance. This will be an in-office position based in our office in Hyderbad.

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 Keka products 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.
• Mandatory: Prior experience working with US clients and handling US customers.
• 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.
• Bachelor's 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