Associate - Product Adoption

Freshworks builds uncomplicated service software for exceptional customer and employee experiences, trusted by over 72,000 companies globally. This Associate - Product Adoption role involves taking ownership of customer onboarding, understanding requirements, providing world-class solutions, sharing best practices, and delivering product training. The associate will also manage customer issues from reporting to resolution, troubleshoot problems, escalate unresolved issues, and document knowledge.

Must Have

• Onboard customers and provide world-class solutions
• Share best practices to customer
• Provide product training and coordinate User Acceptance Training
• Take ownership of customer issues to resolution
• Research, diagnose, troubleshoot, and identify solutions
• Follow standard procedures for escalating unresolved issues
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in tech notes and articles
• 2-4 years’ experience in the software/tech industry
• Experience in implementation of ServiceNow or Jira products
• Basic front-end programming skills: HTML5, Javascript, Jquery
• Basic understanding of technology stack and programming concepts
• Understanding of integrations (REST APIs) with cloud systems
• Ability to learn and understand SAAS products
• Fast learner and can pick up new technologies
• Good communication and written skills
• Willing to work in the US shift
• Capable of working on a cross-functional team
• Understand customer requirements and provide solutions

Good to Have

• 2+ years experience in Customer Support within enterprise software
• Knowledge of SaaS business model, technologies, and applications
• Experience with ITSM and ITIL
• Knowledge with web dev technologies (JavaScript, HTML, CSS)
• Proven time management skills in a dynamic support environment
• A background in engineering

Perks & Benefits

• Global workplace enabling true potential, purpose, and passion
• Committed to providing equal opportunity for all
• Diversity in the workplace creates a more vibrant, richer environment

Company Description

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.

Job Description

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

Qualifications

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

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 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.