Senior Onboarding Specialist
FreshWorks Studio
Chennai, INDIA
4d ago
source : TimesJobs

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life.

Freshworks Software-as-a-Service (SaaS) products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment.

Headquartered in San Mateo, USA, Freshworks 2,000 team members work in offices throughout the world. Freshworks has global offices in India, Singapore, Australia, UK, Netherlands, France and Germany.

The company counts over 220,000 businesses in its customer-for-life community around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba, Sling TV and Cisco.

Freshworks suite of products that transform the way world class organizations collaborate with customers and co-workers, include Freshdesk (Omni-channel customer support), Freshservice (IT Service Desk), Freshsales (Intuitive fully-integrated CRM), Freshmarketer (Marketing Automation Suite), Freshteam (HR Management System for growing teams), Freshchat (Modern messaging software) and Freshcaller (Cloud PBX system).

Freshworks has received numerous accolades from analysts and media including making it to Forbes Cloud 100 list, Economic Times Startup of the Year, 2019 LinkedIn Top 25 Companies to work for in India and a listing on the Magic Quadrant for CRM Customer Engagement & IT Service Management.

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 $250 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management.

More information is available at Customer Onboarding Specialist - Freshdesk / Freshservice - ITSM / Helpdesk tool Overview We are looking for experienced Customer Onboarding / product implementation specialist to onboard customers and provide enterprise level technical support to our customers.

This technician will gather the requirement via phone, web, email, chat and other channels as required and provide the best in class implementation of the product.

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 Requirements Atleast 8-15 years experience in the software / tech industry Experience in implementation of products like Zendesk 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 Good to have a hands-on experience with configuring SAAS products such as workday, salesforce, Zendesk, Servicenow 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 US / UK / EMEA shift.

Capable of working on a cross-functional team to solve business & tech problems Understand the customer requirements and passion to provide solutions Soft skills to interact with customers over the phone or video call Good to haves 4 years experience in Customer Support / Presales within an enterprise software organisation Preferable - Knowledge of SaaS business model, SaaS technologies, and related applications Preferable - 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

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