Freshworks Implementation Consultant

Experience: 4 – 7 years

Location: Pune, India (Hybrid)

Position Overview:

We are looking for an experienced Freshworks Implementation Consultant to lead customer implementations for Freshservice, Freshdesk, and other Freshworks modules. The role involves requirement analysis, configuration, integration, and enablement for enterprise customers across industries.

Key Responsibilities:

• Engage with customers to capture ITSM/CRM/CX requirements and map them to Freshworks functionalities.
• Configure and customize Freshservice, Freshdesk, Freshchat, and Freshcaller modules.
• Design workflows, automations, SLAs, and approval processes.
• Integrate Freshworks products with other tools (e.g., Jira, MS Teams, Slack, Azure DevOps).
• Prepare documentation, user guides, and handover materials.
• Conduct user training and support during UAT and Go-Live.

Required Skills:

• 4–7 years overall experience; at least 2+ years in Freshworks products.
• Strong knowledge of ITSM/CRM processes and ITIL framework.
• Hands-on experience in Freshservice / Freshdesk configuration and administration.
• Understanding of APIs, automation rules, and webhook-based integrations.
• Excellent communication and customer engagement skills.
• Certifications: Freshservice or Freshdesk Expert preferred.