Job in Chennai for IT Hardware

Job Description

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.

Responsibilities
- Take ownership of customer issues reported and ensuring 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
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.
- Knowledge of the SaaS business model, SaaS technologies, and related applications.
- Being technically adept, and the ability to pick up and learn new products, tools, and technology.
- Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems.
- Willing to work in night shifts.

Good to have:
- Prior work experience in SaaS product companies in domains relevant to Freshworks suite of products.
- Knowledge and proficiency in web technologies (JavaScript, HTML, CSS).
- Experience with ITSM and ITIL.

Contact Informations

Recruiting For : freshdesk