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

• Take ownership of customer issues reported and ensure that they are resolved.
• 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.
• Document knowledge in the form of FAQs and knowledge base articles.

Qualifications

• 1-4 years of work experience in any customer-facing or troubleshooting role.
• Clear, concise and effective written and oral communication skills. Empathy towards customers and understanding their needs.
• Interest, curiosity, and openness to learning new technologies.
• Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers.
• Flexibility in working in different shifts/regions. This is absolutely mandatory because we follow a rotational shift policy with 6 months-1 year cycles.
• Networking: Knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and firewalls.
  Good to have:
• Prior work experience in B2B or SaaS product companies in domains relevant to Freshworks' suite of products.
• Must have ITSM / ITIL experience
• Good have experience working with ticketing tools - JIRA, Servicenow, BMC Remedy
• Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).

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.