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

Work arrangement
No