Enterprise Technical Account Manager

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

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.
• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
• Following 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

Qualifications

Requirements
Must-haves:
• Minimum of 4 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 various cross-functional teams to solve business and tech problems.
• Flexibility in working in different shifts/regions including Night shifts. This is absolutely mandatory because we follow a rotational shift policy with 6 months-1 year cycles.
• ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and IT service management frameworks.
• Networking: Knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and firewalls.
• Operating Systems: Familiarity with common operating systems such as Windows, MacOS, and Linux

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.