Associate - Product Adoption

There’s another option. Freshworks. With a fresh vision for how the world works.

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 have:

• 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

Fresh vision. Real impact. Come build it with us.