Associate - Product Adoption

About Freshworks

Headquartered in San Mateo, California, Freshworks has a dedicated team operatingfrom 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee,DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.Freshworks transforms the way world-class organizations collaborate with customersand co-workers. The suite includes Freshdesk (omni-channel customer support),Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (ITservice desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year formEconomic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the BatteryVentures/Glassdoor Best Places to Work in 2020. Our suite of products has also beenrecognized by analysts including the Gartner Magic Quadrants for CRM CustomerEngagement, IT Service Management and Sales Force Automation.While Freshworks has had incredible organic growth over the last few years, thecompany also has made targeted acquisitions that add critical capabilities to theportfolio including Natural Language Processing, Chatbots, Machine Learning, Socialand Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG,Sequoia Capital and Tiger Global Management. More information is available atwww.Freshworks.com.

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

Responsibilities:

● Taking ownership to onboard the customer by understanding the requirementandprovide world class solutions● Share the best practices to customer● Provide product training to customer and Coordinate with the customer on UserAcceptance Training● Taking ownership of customer issues reported and seeing problems through toResolution● Researching, diagnosing, troubleshooting and identifying solutions to resolvecustomer issues● Following standard procedures for proper escalation of unresolved issues to theappropriate 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 orworking 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 equalopportunity for all and believe that diversity in the workplace creates a more vibrant,richer work environment that advances the goals of our employees, communities andthe business.

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.