Keka is a SaaS HRMS platform, helping companies manage the entire employee lifecycle efficiently– hiring, onboarding, time & attendance, payroll, performance, and learning in one integrated system.
We have been in the market for 10+ years and currently serve around ten thousand clients in India, US and GCC.
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 versatile 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 custome