Customer Support Specialist

Product Specialist

Company Description

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There's another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

About the Role:
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
Must-haves:

• Minimum of 1- 6 years of work experience in a customer support role.

• 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.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.