Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.  

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Overview
Freshworks is seeking a IT L1 Support Analyst.

• In this role , you will be working under the Centralized Service Management team to support multiple business units across freshworks on the Incident and request Management
• Enterprise Service management team drives the application administration/Application issues which is predominantly handled by L1 Support team

Responsibilities

• Responsible for the Account Access – Provisioning, maintenance & control
• Monitor the Tickets coming through and Ensure the Tickets are handled within SLA
• Understand the Application well to ensure any Apps Incident tickets are prioritized and handled well
• Required to be on weekend on call shift to ensure critical apps are monitored and Supported
• Develop the Standard Operating Manuals for each of the applications to enable better handling of the ticket
• Work with the other Agent to ensure the tickets volumes are well handled and managed
• Support Maintenance activity, Health Checks and User trainings
• Escalate complex / unique issues to L2/L3 Support teams  and ensure the documentation is applicable wherever it is applicable

• 1 to 2 years of experience in the production support area handling the tickets across different priorities
• Decent understanding on the change and problem management
• Effective communication and collaboration skills with all levels of management
• Ability to operate in a highly ambiguous and fast paced environment

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.