Associate - Product Adoption

Company Description

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. Headquartered in San Mateo, California, Freshworks
has a global team operating from 13 global locations to serve more than 65,000 companies --
from startups to public companies – that rely on Freshworks software-as-a-service to enable a
better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support),
Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service
desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared
services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg
and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our
customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and
G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Responsibilities:

• 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

Qualifications

Requirements:

• Minimum of 2-4 years’ experience in the software/tech industry
• Experience in implementation of products like ServiceNow, Jira is must or working experience in these products
• Basic front-end programming skills such as HTML5, Javascript, and Jquery
• Basic understanding of the technology stack, and programming concepts
• Understanding of integrations (REST APIs) with cloud systems
• Ability to learn and understand the SAAS products
• Fast learner and can pick up new technologies
• Good communication skills and written skills
• Willing to work in the US shift.
• Capable of working on a cross-functional team to solve business & tech problems
• Understand the customer requirements and passion to provide solutions

Good to haves:

• 2+ years experience in Customer Support within an enterprise software
• Organisation
• Knowledge of SaaS business model, SaaS technologies, and related applications
• Experience with ITSM and ITIL a big plus
• Knowledge with web dev technologies (JavaScript, HTML, CSS) a big plus
• Proven time management skills in a dynamic support environment
• A background in engineering

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.