Responsibilities :
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
Qualifications : Requirements :
Minimum of 2-4 years experience in the software / tech industry
Experience in implementation of products like ServiceNow Jira is must or
working experience in these products
Basic front-end programming skills such as HTML5 Javascript and Jquery
Basic understanding of the technology stack and programming concepts
Understanding of integrations (REST APIs) with cloud systems
Ability to learn and understand the SAAS products
Fast learner and can pick up new technologies
Good communication skills and written skills
Willing to work in the US shift.
Capable of working on a cross-functional team to solve business & tech problems
Understand the customer requirements and passion to provide solutions
Good to haves :
2 years experience in Customer Support within an enterprise software
Organisation
Knowledge of SaaS business model SaaS technologies and related applications
Experience with ITSM and ITIL a big plus
Knowledge with web dev technologies (JavaScript HTML CSS) a big plus
Proven time management skills in a dynamic support environment
A background in engineering
Additional Information :
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.
At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.
Remote Work : No
Employment Type : Full-time
Key Skills
Marketing,Quality Assurance,Agile,Product Demos,Analysis Skills,Jira,Project Management,Product Management,Qualitative Analysis,Confluence,Internet Of Things,Product Development
Experience : years
Vacancy : 1
Associate Product • Chennai, Tamil Nadu, India