Conexxia | Freshworks Customer Onboarding Specialist | tamil nadu

2 weeks ago

tamil nadu, India Conexxia Full time
Remote opportunities across India
Overview:
We are looking for an experienced Lead Freshworks Customer Onboarding/ product implementation specialist to onboard customers and provide enterprise level technical support to our customers. This role entails gathering the requirements via phone, web, email, chat and other channels as required and provide the best in class implementation and consultation of the product.
Responsibilities:
Be a solid consultant for the customer
Be able to run kick off sessions and also work on project plans/trackers when needed
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
Be able to run demos, create demo slides and kick off slided as per the requirements
Requirements:
At least 5+ years’ experience in the software/tech industry
Experience in implementation of Freshworks products (Freshservice, Freshdesk) is a must or working experience in these products
Basic front-end programming skills such as HTML5, JavaScript, and jQuery (good to have)
Basic understanding of the technology stack, and programming concepts (good to have)
Understanding of integrations (REST APIs) with cloud systems
Good to have a hands-on experience with configuring SaaS products such as Workday, Salesforce, Zendesk, Servicenow
Fast learner and can pick up new technologies
Good communication skills and written skills
Willing to work in ANZ shift.
Capable of working on a cross-functional team to solve business & tech problems
Understand the customer requirements and passion to provide solutions
Soft skills to interact with customers over the phone or video call
Good to haves:
4+ years’ experience in Customer Support / Presales within an enterprise software organisation
Preferable - Knowledge of SaaS business model, SaaS technologies, and related applications
Preferable - 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
Interested? Apply now.
We'd love to hear from you.

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