Product Support Specialist | B2B SaaS | US Market

At KenkoAI, customer success is more than just answering questions. It's about using the information customers give us as insights to help Kenko grow. Moreover, providing amazing support that establishes trust with our customers and clients is at the center of the Kenko customer experience. We're obsessed with providing the highest quality service, in the smartest way. And for Kenko to continue its growth and success, we need to be able to not only improve but also scale our fast-growing customer success operations.

We are seeking a Product Support Specialist who will focus on resolving Level 2 (L2) technical queries, ensuring customer satisfaction, and contributing to product improvement. This role requires advanced problem-solving skills, technical expertise, and excellent communication abilities.

- Provide timely and accurate responses to client inquiries via chat, email and calls .

- Document and track all customer interactions and resolutions in a Cx Management Tool.

- Collaborate with other departments to resolve complex issues that require cross-functional expertise.

- Continuously learn and stay up-to-date on product knowledge and industry trends.

- Provide training and support to clients on product features and functionalities as needed 

- Examine support tickets and look for common questions that documentation could help answer

- Identify bugs and feature requests, and escalate them to our product and development teams 

- Excellent communication and interpersonal skills.

- Strong problem-solving skills with the ability to think critically and creatively to find solutions

- Knowledge of customer relationship management software and basic technical troubleshooting skills

- Ability to multitask and prioritise tasks effectively

- Positive attitude and willingness to work in a team environment.

- Availability to work flexible hours, (EST, PST and APAC) including weekends and holidays if required.