Manage Freshworks systems, including configuration, support, troubleshooting, and reporting. Collaborate with teams for efficient customer service operations and continuous improvement.
Position: Freshworks System Administrator
Reports To: Manager, Revenue Operations
Location: India
Schedule: 11:30am - 8:30pm IST
About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Who You Are:
You are a technically skilled and detail-oriented professional with hands-on experience managing Freshdesk or similar customer service platforms. You excel at configuring systems, supporting daily operations, and collaborating with cross-functional teams to deliver smooth customer support experiences. You thrive in fast-paced SaaS environments and bring a strong sense of ownership and problem-solving to your work.
What You’ll Be Doing:
- System Configuration & Maintenance:
- Execute day-to-day administrative tasks within Freshdesk, Freshchat and Freshcaller- including user setup, workflow automation, SLA configurations, and routing rules.
- Support & Troubleshooting:
- Serve as the primary point of contact for Freshworks platform issues. Proactively troubleshoot and resolve system-related problems, conduct root cause analysis, and provide timely, high-quality support to internal users. Ensure minimal disruption to customer support operations through efficient issue resolution and clear communication.
- Documentation:
- Maintain updated documentation of configuration changes, process flows, and how-to guides for support teams and internal stakeholders.
- Reporting Support:
- Assist in running and maintaining Freshdesk reports and dashboards. Collaborate with analytics and AI teams to help translate data into operational insights for stakeholders.
- Cross-Functional Collaboration:
- Partner with the Customer Success, Support Ops, and RevOps teams to implement approved system updates and ensure smooth process adoption.
- Continuous Improvement:
- Identify opportunities for workflow improvement, automation, or simplification and share recommendations with the Systems or RevOps leads.
What You’ll Bring:
- 3-5 years of experience administering Freshdesk, Freshservice, or similar multi-channel customer service platforms
- Proficiency in Freshworks configuration, automation, and reporting tools
- Understanding of SLAs, ticket lifecycle workflows, tags, routing rules, and user roles
- Basic technical knowledge of APIs, webhooks, and data flows (bonus if hands-on)
- Familiarity with tools like Google Sheets/Excel, basic SQL, and ticketing dashboards
- Strong communication skills and the ability to collaborate with both technical and non-technical teams
- A process-oriented mindset and a keen eye for detail
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
- Freshworks/Freshdesk certifications are a plus
- Experience with additional tools like Zendesk, Salesforce, or Assembled is a bonus
Experience/Education/Certifications Required:
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
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Top Skills
Excel
Freshcaller
Freshchat
Freshdesk
Freshservice
Google Sheets
SQL
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