Customer-focused approach with strong communication abilities
Translate business needs into product use cases or technical specifications
Configure the Freshworks suite of products according to customer requirements
Quickly learn and adapt to new products or updates to existing products
Use critical thinking and problem-solving skills to exceed customer expectations
Train customers and their teams on daily product use and administration
Document onboarding steps for future reference and smooth transitions to other teams
Demonstrate the ability to multitask, manage multiple projects, and deliver on time
Develop a strong understanding of configuration best practices within the Freshworks suite
Capture and analyse complex technical requirements from customers and design feasible solutions

Qualifications

At least 3 years of experience in the software/tech industry
Past experience in the SaaS space with the understanding of CX or ITSM Product Suites is required
Excellent communication skills (both written and verbal), with strong analytical, problem-solving, and troubleshooting abilities
A proactive attitude towards contributing to both internal and external communities is a plus.
Proven ability to work well in a team environment.
Fundamental knowledge of current technology trends and programming concepts.
Experience with integrating cloud systems using REST APIs.
Hands-on experience with configuring SaaS products like Freshdesk, Freshservice, Workday, Salesforce, Zendesk, or ServiceNow is an advantage.
Ability to quickly learn and understand various SaaS products on the market, such as Freshdesk and Freshservice.
A passion for solving customer needs using our products.
Strong interpersonal skills for interacting with customers via phone or video calls.
A willingness to learn and grow within a constantly evolving platform.

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