Administrator, Freshworks
4 weeks ago
About Us:
CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1,500 expert immigration and visa professionals, attorneys and qualified migration consultants located in over 60 offices in 25 countries. With thirty years of experience, CIBT is the primary service provider to 75% of Fortune 500 companies.
CIBT offers a comprehensive suite of services under two primary brands: Newland Chase, a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas, the market leader for business and other travel visa services for corporate and individual clients. CIBTvisas is the leading global travel visa service with unrivaled capability to obtain business and other travel visas for corporations and individuals worldwide in a fast, convenient and secure manner.
We are currently seeking a skilled and motivated Freshworks Administrator to join our team and play a key role in optimizing our use of Freshworks products.
Responsibilities:
Freshworks Configuration and Management:
Administer and configure Freshworks products (Freshdesk, Freshcaller, Freshchat, Freshservice etc.) to align with the organization's needs. Customize workflows, automation rules, and other system settings.2.User Management: Manage user accounts, roles, and permissions within Freshworks platforms. Provide ongoing user support. Integration and Collaboration Integrate Freshworks with other business applications to enhance overall efficiency. Collaborate with cross-functional teams to ensure seamless integration with various tools (such as Jira). Reporting and Analytics Develop and generate reports to monitor key performance indicators. Analyze data to identify trends, make recommendations, and drive improvements. Automation and Process Optimization: Implement automation processes to improve response times and streamline workflows. Continuously optimize processes for maximum efficiency. Knowledge Base Maintenance: Create and manage a comprehensive knowledge base within Freshworks platforms. Ensure information accuracy and relevance to enhance user support. Technical Support: Provide technical support to users, troubleshooting and resolving issues promptly. Collaborate with the IT team to address any technical challenges. Documentation and Training: Work with Training team to develop materials and documentation for Freshworks users. Keep documentation up-to-date and accessible for reference.Qualifications:
Bachelor's degree in information technology, computer science, or equivalent work experience. Freshdesk product expert certification Proven experience as a Freshdesk administrator or in a similar role. In-depth knowledge of Freshdesk features, configuration, and customization options. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work collaboratively in a team environment. Strong organizational skills and attention to detail.