About Freshworks

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship. 

• Taking ownership to onboard the customer by understanding the requirement and provide world class solutions.
• Share the best practices to customer.
• Provide product training to customer and Coordinate with the customer on User
• Acceptance Training.
• Taking ownership of customer issues reported and seeing problems through to
• resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles

What you will be doing? 

• Help in guiding the customer in setting up the product.
• Be a consultant.
• Improve product adoption.
• Achieve the quarterly targets through CSAT and customer testimony

• Minimum of 2-4 years’ experience in the software/tech industry.
• Customer handling skills.
• Escalation management.
• Process oriented.
• Basic understanding of the technology stack, and programming concepts.
• Understanding of integrations (REST APIs) with cloud systems.
• Good to have a hands-on experience with configuring SAAS products such as Workday, Salesforce, Zendesk, ServiceNow.
• Ability to learn and understand the SAAS products.
• Fast learner and can pick up new technologies.
• Good communication skills and written skills.
• Willingness to work in US shift.
• Understand the customer requirements and passionate to provide solutions.

Capable of working on a cross-functional team to solve business & tech problems

Minimum Experience/Education

• 2 years’ experience in customer support within an enterprise organization.
• Knowledge of SaaS business model, SaaS technologies and related applications.
• Experience in ITSM/ITIL/Helpdesk/CRM is preferred.
• Basic knowledge in technologies such as CSS, Javascript, HTML, API, etc., is an added advantage.
• Proven time management skills.

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.