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Product Support Specialist - Hyderabad, India - keyloophol
Description
Role Overview
The provision of exceptional support services is vital for the success of Keyloop's strategic objectives aimed at growth and profitability. The Product Support Specialist will be primarily tasked with managing, diagnosing, and resolving issues to their successful conclusion, while ensuring timely escalation when necessary. This role also involves assisting colleagues and requires outstanding verbal and written communication skills, enabling effective interaction at all levels within a global team (customers, peers, and management) to fulfill departmental and company strategies. The ideal candidate will be resourceful, well-organized, and possess excellent analytical and problem-solving abilities, thriving as part of a high-performing team committed to service excellence.
Key Responsibilities:
• Manage and advance cases to resolution by utilizing available resources and enhancing personal knowledge.
• Timely escalation of cases when required.
• Respond empathetically to customer needs, acknowledging their operational pressures and deadlines.
• Collaborate effectively with team members, other departments, and management to ensure prompt resolution of customer issues.
• Document solutions and create written guidance on resolution steps and procedures.
• Exhibit passion and proactivity in acquiring knowledge of the Keyloop product suite and associated tools, working closely with management to enhance personal skills and competencies.
• Demonstrate self-motivation and initiative to support investigation processes and career development.
• Coach and mentor colleagues to expedite case resolution and improve overall knowledge within the support team.
• Conduct root cause analysis when necessary.
• Identify training gaps in knowledge resources and recommend areas for improvement.
• Actively participate in initiatives aimed at reducing case volume.
Skills / Knowledge & Experience:
• Ability to effectively plan and prioritize workload to meet deadlines.
• Expertise or knowledge related to a specific Keyloop product/module.
• Strong investigation, analytical, problem-solving, and troubleshooting skills.
• Excellent communication skills, including proficiency in telephone, virtual methods, written, and verbal communication in both local language and English.
• Ability to simplify complex problems or issues.
• Understanding of customer expectations.
• Capability to influence and address objections effectively.
• Ability to engage with multiple levels of Keyloop customers and associates.
Required Qualifications:
• Experience in customer-facing roles.
• Background in ERP application support.
• Proven experience in delivering high levels of performance, productivity, and customer satisfaction.
Desirable Qualifications:
• Understanding of the automotive industry with specialization in a specific business area.
Why Keyloop?
We are on a path to becoming market leaders in our field, presenting incredible opportunities for growth. Collaborate and learn from industry experts globally, work with innovative products and services, and receive the training and support necessary to adapt to rapid changes and explore diverse career paths.
Commitment to Inclusion
We are dedicated to fostering an inclusive work environment that respects all dimensions of diversity. We promote an inclusive culture within our organization and celebrate diverse employees and lifestyles every day.
Competitive Rewards
We believe in rewarding individuals based on their performance, ensuring our compensation and benefits are designed to attract top talent. We encourage everyone in our organization to pursue opportunities for career growth through investment in their development and by working in a supportive and collaborative culture.