Associate - Product Adoption

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and

employees. We do this by taking a fresh approach to building and delivering software

that is affordable, quick to implement, and designed for the end user. More than 50,000

companies -- from startups to public companies -- around the world use Freshworks

software-as-a-service to enable a better customer experience (CRM) and employee

experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating

from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee,

DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers

and co-workers. The suite includes Freshdesk (omni-channel customer support),Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT

service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form

Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery

Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been

recognized by analysts including the Gartner Magic Quadrants for CRM Customer

Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the

company also has made targeted acquisitions that add critical capabilities to the

portfolio including Natural Language Processing, Chatbots, Machine Learning, Social

and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG,

Sequoia Capital and Tiger Global Management. More information is available at

www.Freshworks.com.

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 or 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, our communities

and our business.

Responsibilities:

● 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

Requirements:

● Minimum of 2-4 years’ experience in the software/tech industry

● Experience in implementation of products like ServiceNow, Jira is must or

working experience in these products

● Basic front-end programming skills such as HTML5, Javascript, and Jquery

● Basic understanding of the technology stack, and programming concepts

● Understanding of integrations (REST APIs) with cloud systems

● Ability to learn and understand the SAAS products

● Fast learner and can pick up new technologies

● Good communication skills and written skills

● Willing to work in the US shift.

● Capable of working on a cross-functional team to solve business & tech problems

● Understand the customer requirements and passion to provide solutions

Good to haves:

● 2+ years experience in Customer Support within an enterprise software

Organisation

● Knowledge of SaaS business model, SaaS technologies, and related applications

● 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

● A background in engineering

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.