Product Support Specialist

At KenkoAI, customer success is more than just answering questions. It's about utilizing the information provided by customers as insights to contribute to Kenko's growth. Providing exceptional support to build trust with customers and clients lies at the core of the Kenko customer experience. The company is committed to delivering top-notch service efficiently and intelligently. To sustain Kenko's expansion and achievements, enhancing and scaling our rapidly evolving customer success operations is imperative. As a Product Support Specialist at KenkoAI, your primary focus will be on addressing Level 2 (L2) technical queries, ensuring customer contentment, and playing a role in enhancing the product. This position necessitates advanced problem-solving abilities, technical proficiency, and exceptional communication skills. Your responsibilities will include: - Providing prompt and precise responses to client inquiries through chat, email, and calls - Recording and monitoring all customer interactions and resolutions using a Cx Management Tool - Collaborating with various departments to resolve intricate issues that demand cross-functional expertise - Continuously updating knowledge on product features and industry trends - Offering training and assistance to clients regarding product functionalities when required - Reviewing support tickets to identify common queries that could be addressed through documentation - Identifying bugs and feature requests, and escalating them to the product and development teams To thrive in this role, you should possess: - 1-3 years of experience in a customer support role within the B2B SaaS industry (mandatory) - Exceptional communication and interpersonal skills - Proficient problem-solving abilities with a capacity to think analytically and creatively for solutions - Familiarity with customer relationship management software and basic technical troubleshooting skills - Ability to manage multiple tasks and prioritize effectively - A positive demeanor and readiness to collaborate in a team setting - Flexibility to work varying hours, including weekends and holidays, in EST, PST, and APAC time zones Work Timings: - 6 Days a Week, In-Office at HSR, Bengaluru - Candidate must be available to work during EST or PST timings,