Technical Support (FreshService)

Questronix Corporation 2; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Questronix Corporation 2 in Quezon City is seeking an IT Support Specialist for Freshservice. You will provide timely assistance and maintain system uptime while guiding IT teams in utilizing Freshservice features effectively.

The role covers incident management, configuration, integration, reporting, and user training, with onsite work in Cubao and an 8x5 schedule; OT is possible as needed.

Qualifications

• Bachelor's degree in Information Technology.
• 1–2 years of experience as Technical Support.
• Strong ability to communicate complex technical information clearly to technical and non-technical stakeholders.
• Experience with FreshService platform to address and resolve issues.
• Schedule: 8x5 Support; OT if needed.
• Can work Fully ONSITE (Cubao).

Responsibilities

• 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.
• Troubleshoot and resolve platform issues and escalate when necessary.
• Configure workflows, SLA policies, forms, categories, and templates.
• Set up integrations with Jira, Slack, MS Teams, and AD.
• Create and maintain reports and dashboards.
• Onboard and train users and agents on Freshservice usage.
• Provide training materials and documentation.

Skills

Technical Support

Communication

Documentation

Onsite Work

Education

Bachelor's degree in Information Technology

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 deliverables
• Monthly performance and usage reports.
• Configuration change logs.
• Training materials and documentation.
• Incident summary and root cause analysis for critical issues.

Requirements

Qualifications

• Bachelor's degree in Information Technology.
• At least 1 to 2 years of experience as a Technical Support
• Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.
• Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.
• Schedule: 8x5 Support (OT if needed)
• Can work Fully ONSITE (Cubao)