Associate Product Adoption

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