754 Freshdesk Jobs - Page 31

Location: Bangalore Experience: 3Y - 5Y Preferred Industry: IT Services / Hardware Maintenance / Break-Fix Support Requirement - Immediate Joiners - 1 Month Job Description: We are looking for a skilled professional with hands-on experience in partner management , field operations , and delivery coordination within the IT break-fix industry . The ideal candidate will be responsible for managing partner networks, ensuring SLA compliance, and coordinating seamless hardware support services (desktops, laptops, printers, etc.) across multiple locations. Key Responsibilities: Manage and nurture IT service partners to ensure timely and quality field service delivery Oversee daily break-fix operations for desktops, laptops, and printers Ensure SLA adherence and proactively manage escalations Coordinate with OEMs and internal teams for spare parts and service logistics Monitor and report on service metrics, resource deployment, and performance Ensure compliance with contractual terms and operational KPIs Drive process improvements and enhance partner efficiency Handle client interactions and ensure satisfaction in service delivery Required Skills: Strong experience in partner/vendor management and field operations Solid understanding of IT hardware break-fix services Experience with SLA/contract management and service coordination Hands-on with ticketing tools (ServiceNow, Freshdesk, etc.) and basic reporting tools Excellent communication, problem-solving, and stakeholder management skills Job Type: Full-time Pay: ₹350,000.00 - ₹400,000.00 per year Experience: Partner Management: 3 years (Required) Work Location: In person

Job Title: Team Lead – Support & Onboarding Location: Pune (Onsite, 5 Days a Week) Company: SMS Magic, Pune Experience Required: 5-8 Years Department: Customer Support Shift Timing: APAC (IST 5:30 AM to 2:30 PM) About SMS Magic: SMS Magic is a leading Conversational Engagement Platform trusted by more than 2,500 global businesses. Our platform powers personalized interactions across SMS, WhatsApp, and other channels — seamlessly integrated with CRM systems like Salesforce, Zoho, and HubSpot. We are on a mission to simplify and scale conversations that drive better customer experiences and revenue outcomes. Role Overview: As a Team Lead – Support & Onboarding , you will be responsible for driving customer satisfaction and successful onboarding by managing and mentoring the Support & Onboarding Leads. You will ensure that SLAs are met, onboarding journeys are streamlined, and product-related challenges are addressed efficiently. This is a people and process leadership role with high ownership and accountability across multiple accounts. Key Responsibilities: Lead, mentor, and manage the Support & Onboarding Leads team. Oversee onboarding of new customers — ensuring configuration, integration (preferably Salesforce), and go-live success. Monitor and manage support ticket lifecycle, ensuring high-quality and timely resolutions. Collaborate with cross-functional teams including Product, Sales, and Engineering to resolve escalations. Track KPIs like CSAT, TAT, Onboarding Time-to-Value, and SLA adherence; provide weekly/monthly reports. Design and refine playbooks for customer onboarding and support excellence. Ensure knowledge base documentation and training materials are regularly updated. Drive initiatives to improve customer experience and process efficiency. Must-Have Skills: 5+ years of experience in customer support, onboarding, or service delivery, with at least 2 years in a lead or supervisory role. Strong understanding of Salesforce CRM — especially in customer implementation or integration contexts. Excellent communication, conflict resolution, and team leadership abilities. Analytical mindset with experience managing KPIs and SLAs. Ability to handle escalations and manage high-pressure situations. Process-oriented, with a knack for documentation and continuous improvement. Preferred Skills Prior Experience In SaaS Or CPaaS Domain. Exposure to other CRMs like Zoho, HubSpot, or similar. Experience using ticketing tools like Freshdesk, Zendesk, or Salesforce Service Cloud. Why Join SMS Magic? Work with a passionate and collaborative team. Drive impact in a fast-growing conversational messaging space. Grow with leadership opportunities in a product-first, customer-focused company. Powered by JazzHR

Location: Surat Experience: 1+ Year Role Overview We are looking for a Customer Support Executive (Chat) to join our team in Surat. You’ll be the first point of contact for our users, offering real-time assistance via chat (and email, if needed). This role is not just about resolving issues — it's about enhancing user experience, collaborating with product teams, and continuously improving support content and tools. You will also contribute to content creation and fine-tuning our AI chatbot for an even better support experience. Key Responsibilities - Provide real-time customer support via chat and email (voice support during initial onboarding). - Understand and resolve user queries efficiently and empathetically. - Maintain high support quality standards and quick response times. - Guide users through onboarding, troubleshooting, and feature usage. - Document recurring issues and help update internal knowledge base, FAQs, and canned replies. - Analyze chat logs and user feedback to identify pain points and improve workflows. - Collaborate closely with the technical and product teams to address issues and align updates with customer communication. - Assist in updating and enhancing AI chatbot flows and correcting inaccurate responses. - Contribute ideas to improve the overall customer experience and support processes. Requirements - Minimum 1 year of experience in customer support (chat, voice, or email). - Strong written and verbal communication in English and Hindi. - Willingness to start with voice support before moving fully into chat support. - Basic understanding of SaaS platforms or accounting tools (training will be provided). - Good writing skills for support materials like FAQs and help guides. - Analytical thinking to assess support data and drive improvements. - Must be based in Surat or willing to relocate. - Interest in AI, automation, or chatbot technologies is Plus - Familiarity with tools like Freshdesk, Intercom, Google Sheets, or similar. Interested Canddiates can share their CV on divya.patel@suvit.io or can contact on 9898042073 Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Benefits: Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Work Location: In person Speak with the employer +91 9898042073

Hyderabad, Telangana | 2025-06-04 Experience : 5+ years Shift Type : Night shift Qualification : Graduation Location : Hyderabad, Telangana Mode of Operation : Work From Office Number of Openings : 2 Job Description : We are looking for an experienced Technical Support Team Lead or Technical Manager to manage our VOIP services support team. The ideal candidate will have a strong technical background in VOIP technologies, excellent leadership skills, and the ability to handle complex technical issues while ensuring excellent customer satisfaction. This role involves overseeing a team of engineers, providing escalated support for VOIP-related issues, and ensuring high-quality service delivery to clients, especially in the US market. Skills & Qualifications: Experience : Minimum of 5+ years of experience in technical support, with at least 2-3 years in a leadership role in the VOIP/Telecommunications industry. Technical Skills : Strong knowledge of VOIP technologies (SIP, RTP, PSTN, PBX, IP Telephony). Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies. Familiarity with networking concepts such as IP addressing, DNS, DHCP, VPNs, and firewalls. Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure. Understanding of telecom protocols and systems (SIP, H.323, QoS, and QoE). Hands-on experience with server and network management, including Linux/Unix-based systems. Familiarity with ticketing and CRM systems (Zendesk, Freshdesk, JIRA, etc.). Soft Skills : Excellent communication skills, both verbal and written. Strong problem-solving abilities and analytical thinking. Ability to manage high-pressure situations and prioritize tasks effectively. Proven leadership skills with the ability to motivate and manage a team. Customer-focused mindset with a dedication to delivering exceptional service. Education : Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Advanced certifications or a Master’s degree is a plus. Preferred Qualifications: Experience working in a US Shift or a 24/7 support environment. Knowledge of cloud-based VOIP solutions (e.g., AWS, Azure, Google Cloud). Experience with VOIP billing systems and integrations. Certifications like CCNA, CompTIA Network+, or ITIL Foundation would be an advantage. Roles & Responsibilities : Lead, mentor, and manage a team of technical support engineers specializing in VOIP solutions. Provide technical guidance and escalate complex technical issues to the appropriate teams when necessary. Oversee and ensure the team delivers high-quality support for VOIP products and services, ensuring timely resolution of issues and customer satisfaction. Manage the ticketing system, track ongoing issues, and ensure that SLAs are met consistently. Perform root cause analysis for recurring technical issues and work with product teams to implement solutions. Collaborate with engineering teams to provide feedback and improve the product or service offerings based on customer experiences and support cases. Develop, maintain, and update troubleshooting guides, knowledge base, and standard operating procedures (SOPs) for the support team. Manage customer escalations and provide high-level technical support for complex VOIP-related queries. Provide reporting on team performance, including incident resolution, customer feedback, and process improvements. Implement training programs for the support team to ensure they stay updated with the latest VOIP technologies and trends. Participate in hiring, onboarding, and performance evaluations for team members. Work in US Shift hours, collaborating with US-based teams and clients. Required Key Skills : Experience with VOIP platforms like Asterisk, FreePBX, Cisco, Avaya, or similar technologies. Proficient in troubleshooting issues related to VOIP call quality, connectivity, and infrastructure. Experience in AutoProvisioning. Excellent communication skills, both verbal and written.