Product Specialist

Freshworks; Chennai; On-site; INR 300,000 - 600,000; Full time

Job summary

A leading software company in Chennai is seeking enthusiastic individuals for their customer support team. You will handle technical account management, troubleshoot customer issues, and ensure resolution within set SLAs. Ideal candidates will have 1-6 years of customer support experience and strong communication skills. This full-time position emphasizes customer-centricity and adaptability to new tools, offering opportunities in a diverse environment.

Qualifications

• 1-6 years of experience in customer support role.
• Flexible to work in different shifts including night shifts.
• Knowledge of networking concepts such as TCP/IP, DNS, DHCP.

Responsibilities

• Take ownership of customer issues and resolve within SLAs.
• Diagnose problems and provide solutions to customer issues.
• Document knowledge in the form of FAQs and knowledge base articles.

Skills

Effective communication skills

Customer-centricity

Adaptability to new tools

Interpersonal skills

Tools

Windows

macOS

Linux

Microsoft Teams

Zoom

Slack

Job description

Overview

Freshworks builds 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.

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.


• Diagnose and troubleshoot problems and identify solutions to resolve customer issues.


• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.


• Follow 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 cross-functional teams to solve business and tech problems.


• Flexibility in working in different shifts/regions including night shifts (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 Windows, macOS, and Linux.


• Must be willing to work in rotational shift (every 6 months).

Nice to have / Qualifications

• Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products.


• Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).


• Familiarity with collaboration tools like Microsoft Teams, Zoom, or Slack.


• Cloud computing: Understanding of AWS, Microsoft Azure, or Google Cloud Platform (GCP).


• Knowledge of the SaaS business model, SaaS technologies, and related applications.

Additional Information

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.

Details

• Seniority level: Entry level


• Employment type: Full-time


• Job function: Other


• Industries: IT Services and IT Consulting