Freshdesk Customization Specialist & Support - Contract

Compugen Inc; Rankin; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology ally in Ontario is seeking a skilled professional to optimize Freshdesk for user support of their ERP system. Ideal candidates will have hands-on experience with Freshdesk customization, user form development, and knowledge base design. Excellent collaboration and communication skills are essential. Candidates located in Canada are preferred.

Qualifications

• Proven experience with Freshdesk customization and optimization.
• Strong understanding of Freshdesk Pro and Enterprise editions.
• Ability to translate business requirements into system configurations.

Responsibilities

• Customize and configure Freshdesk for user support.
• Design and optimize user forms for better workflows.
• Build and maintain a user-friendly knowledge base.

Skills

Freshdesk administration

Workflow automation

Communication

Collaboration

Job description

About Compugen

Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.
If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview

We are seeking a skilled professional with expertise in Freshdesk to help us expand and optimize our use of the platform for user support of our ERP system and beyond. The ideal candidate will have hands-on experience with Freshdesk customization, including user form development, knowledge base design, and configuration to meet business needs. While we currently operate on Freshdesk Pro, we are considering upgrading to Enterprise to take full advantage of the platform’s capabilities.

Key Responsibilities

• Customize and configure Freshdesk to support ERP system users and broader organizational needs
• Design and optimize user forms to improve support workflows and user experience
• Build and maintain a user-friendly knowledge base, ensuring accessible and well-structured resources
• Recommend best practices and scalable solutions for Freshdesk deployment and management
• Provide technical guidance on potential migration from Freshdesk Pro to Enterprise
• Collaborate with internal teams to align Freshdesk setup with operational requirements

Skills & Qualifications

• Proven experience with Freshdesk administration, customization, and optimization
• Strong understanding of Freshdesk Pro and Enterprise editions, including feature differences
• Experience designing knowledge bases and workflow automation within Freshdesk
• Ability to translate business requirements into system configurations
• Excellent communication and collaboration skills
• Prior experience supporting ERP systems is an asset
• Preference for candidates located in Canada

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table—and we are taking deliberate action to make this a reality.

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