Customer Support Representative (Product Support)

We are looking to hire smart and passionate folks for our customer support team. The

customer support team takes care of technical account management for all our customers.

They help troubleshoot and resolve issues that customers might have and provide

assistance as and when required. In this role, you will be providing dedicated customer

support in an omnichannel environment to high-value customers and reputed brands.

Responsibilities:

• Take ownership of customer issues reported and ensure that they are resolved within

set SLAs.

• Diagnosing and

  troubleshooting

  problems and identifying solutions to resolve

customer issues.

• Collaborate with other appropriate internal teams and represent the customers while

figuring out solutions and workarounds.

• Following standard procedures for the proper escalation of unresolved issues to the

appropriate internal teams.

• Document knowledge in the form of FAQs and knowledge base articles.
• Prepare accurate and timely reports, ensuring proper recording and closure of all

reported issues.

• Work with various internal stakeholders to provide prompt and accurate feedback to

customers.

• Handle high MRR customers and reputed brands.

Requirements

• Minimum of 1-4 years of work experience in a customer support role(

  B2B enterprises

  ).
• Clear, concise, and effective written and oral communication skills.
• Customer-centricity and empathy towards customers and their needs.
• Proficient in diverse technologies with a knack for quickly adapting to new tools and

products.

• Good interpersonal skills and ability to collaborate with various cross -functional

teams to solve business and tech problems.

• Flexibility in working in different shifts/regions including

  Night shifts

  . This is absolutely

mandatory because we follow a rotational shift policy with 6 months-1 year cycles.

• Networking: Knowledge of

  networking concepts

  such as TCP/IP, DNS, DHCP,

VPN and firewalls.

• Operating Systems: Familiarity with common operating systems such as Windows,

MacOS, and Linux.

• Must be willing to work in rotational shift (every 6 months)

Good to have:

• Prior work experience in SaaS product companies in domains relevant to

Freshworks' suite of products.

• Knowledge and proficiency in web technologies (

  JavaScript, HTML, CSS

  ).
• Collaboration tools: Familiarity with collaboration tools like Microsoft Teams, Zoom,

or Slack.

• Cloud computing:

  Understanding of cloud platforms such as Amazon Web Services

(AWS), Microsoft Azure, or Google Cloud Platform (GCP).

• Knowledge of the SaaS business model, SaaS technologies, and related

applications.