Product Adoption Specialist

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.
• 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