Technical Support

Questronix Corporation; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Questronix Corporation is seeking a Freshservice Support Analyst in the Philippines to provide timely technical assistance and maintain system uptime. You will enable efficient use of Freshservice features across IT teams and support business operations through proactive maintenance and guidance.

The role covers incident resolution, system configuration, integrations with tools like Jira and Slack, and reporting to drive optimization and knowledge sharing.

Responsibilities

• Incident Management & Issue Resolution: Troubleshoot and resolve platform issues (login problems, workflow failures, automation errors).
• Configuration & Administration Support: Assist with workflows, automation rules, SLA policies, ticket forms, and user roles.
• Integration & API Support: Set up integrations with Jira, Slack, Teams; troubleshoot API-based automations.

Skills

Freshservice administration

IT support

Tools

Freshservice

Jira

Slack

Microsoft Teams

Active Directory

Job description

Job Description

Provide timely technical assistance for Freshservice-related issues.Maintain system uptime and configuration integrity.Enable efficient use of Freshservice features across IT teams.Support business operations through proactive maintenance and guidance.

Scope of Services

Incident Management & Issue Resolution

• Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).
• Diagnosing performance-related issues or slow response times.
• Coordinating with Freshservice support (Freshworks) for escalations when necessary.
• Maintaining a ticket log and resolution documentation.

Configuration & Administration Support

• Assistance with setting up or modifying:Workflows, automation rules, and SLA policies.
• Ticket forms, categories, and templates.
• User roles, agent permissions, and groups.
• Email notifications and approval workflows.
• Configuring service catalog items and change/release templates.

Integration & API Support

• Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).
• Troubleshooting API-based automations and webhooks.
• Supporting data import/export, including user data and ticket migration.

System Maintenance & Updates

• Periodic review of system configurations for optimization.
• Applying best practices for asset management, CMDB, and service catalog.
• Ensuring backups and data integrity within Freshservice limits.
• Coordinating updates or feature rollouts as released by Freshworks.

Reporting & Analytics

• Creating and maintaining custom reports and dashboards.
• Analyzing ticket trends and SLA compliance.
• Providing performance reports and improvement recommendations.

User & Agent Support

• Onboarding and training new users/agents on Freshservice features.
• Providing “how-to” support for ticket handling, approvals, and workflow usage.
• Maintaining user guides and FAQs.

Deliverables

• Assist SDM with below deliverablesMonthly performance and usage reports.Configuration change logs.Training materials and documentation.Incident summary and root cause analysis for critical issues.