Onboarding specialist

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Job Description

• Taking ownership to onboard the customer by understanding the requirement and provide world class solutions.
• Share the best practices to customer.
• Provide product training to customer and Coordinate with the customer on User
• Acceptance Training.
• Taking ownership of customer issues reported and seeing problems through to
• resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles

What you will be doing? 

• Help in guiding the customer in setting up the product.
• Be a consultant.
• Improve product adoption.
• Achieve the quarterly targets through CSAT and customer testimony

Qualifications

• Minimum of 2-4 years’ experience in the software/tech industry.
• Customer handling skills.
• Escalation management.
• Process oriented.
• Basic understanding of the technology stack, and programming concepts.
• Understanding of integrations (REST APIs) with cloud systems.
• Good to have a hands-on experience with configuring SAAS products such as Workday, Salesforce, Zendesk, ServiceNow.
• Ability to learn and understand the SAAS products.
• Fast learner and can pick up new technologies.
• Good communication skills and written skills.
• Willingness to work in US shift.
• Understand the customer requirements and passionate to provide solutions.

Capable of working on a cross-functional team to solve business & tech problems

Minimum Experience/Education

• 2 years’ experience in customer support within an enterprise organization.
• Knowledge of SaaS business model, SaaS technologies and related applications.
• Experience in ITSM/ITIL/Helpdesk/CRM is preferred.
• Basic knowledge in technologies such as CSS, Javascript, HTML, API, etc., is an added advantage.
• Proven time management skills.

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.

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.