Associate - Product Adoption

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.

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:

● Minimum of 2-4 years’ experience in the software/tech industry
● Experience in implementation of products like ServiceNow, Jira 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
● 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 the US shift.
● Capable of working on a cross-functional team to solve business & tech problems
● Understand the customer requirements and passion to provide solutions

Good to haves:

● 2+ years experience in Customer Support within an enterprise software
Organisation
● Knowledge of SaaS business model, SaaS technologies, and related applications
● 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

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 have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.