Product Support Specialist

Role: Product Specialist Specialist

Type: Work from Office

Location: Malleshwaram, Bangalore

Responsibilities:

1) To understand requirements and create the correct product configuration for the

Customer.

● customer requirements by attending sales / BD calls or speaking directly to

the customer.

● Apply product knowledge to create the correct configuration

● If complicated or unclear, work with product teams and technical teams to understand how it can be achieved

● Work with operations teams to apply the configuration in the admin panel as required

● If development is required, communicate dates to the customer and sales team and get regular updates

● Document the configuration for the customer for reference

2) Follow up on the development of new features required for customer deployment with the product team:

● Seek regular updates from the product team

● Communicate to stakeholders and customers

● Escalate as required.

3) Training Sales Team, Dealers, and Operations on Product Features.

● Develop training material and videos.

● Conduct the training as required.

● Test the sales team on training.

● Escalate to the manager on product scores for the Sales team.

4) Planning and assisting with new product releases.

● Review the PRDs (Product Requirements Documents) developed by the product team and clarify the functionality.

● Phased rollout of features

● Drive adoption of the new features

● Communicate with the Sales Team

● Manage it like a project for new releases

5) Obtain customer feedback and suggest product enhancements.

● Market survey

● Monitoring support requests and complaints

● Speaking regularly with Sales teams and attending pulse calls

● Analyzing churn

6) Accurately communicate all technical specifications to the market stakeholders.

● Understand product features and limitations

● Be the point of contact for Salespeople and dealers

● Send out information via email or announcements to the stakeholders

7) Onboarding of strategic customers

● Coordinate the correct configuration in the admin panel

● Hand-holding the sales team as required

8) Address customer issues and concerns in a timely fashion to ensure customer satisfaction.

● Communicate with all stakeholders

● Escalate to product and development teams

9) Create and Maintain Product Documentation

● Documents, Videos, and Websites

Competencies Required:

● Proven experience in product management or other relevant experience in a project management role.

● Demonstrated ability to communicate, present, and influence credibly and effectively in all levels of the organization, including executive and C-level.

● Experience in delivering client-focused solutions based on customer needs.

● Proven ability to manage multiple projects at a time while paying strict attention to detail

● Expert at Microsoft Office Suite, Google Apps and help desk support software

Additional Information:

● Strong customer focus and empathy.

● Accountability to Deliver to the Customer.

● Superb verbal and written communication skills, as well as great telephone etiquette.

● Flexibility in work hours as per the requirements of the customer.

● Precise Project management and time management skills.

● Maintaining clear task lists and project plans.

● Ability to understand and remember product specifications.

● A collaborative mindset to bring together Customer, Product Operations, and Sales

● Developing and maintaining relationships with all delivery roles in development, product, and operations teams.

● Assertive in delivering to customer requirements.

● Escalating appropriately to ensure customer success

Education Required:

● Any Graduate

Year of Experience :

● 2-year

Industry :

● Healthcare and SAS-based