Full-Time / Berlin
The Onboarding Specialist basic responsibilities include: acting as a technical expert, owning ongoing technical engagement with assigned customers and configuring their business use-cases, addressing their product related questions; configuring systems for our customers with best practices to induce efficacy and efficiency; proactively identifying Freshworks’ product solutions in support of initiatives related to our customers’ growth and business strategies, including ongoing system maintenance, administrative maintenance, and user adoption; and developing a deep expertise in Freshworks products.
The ideal candidate will possess great multi-tasking skills, excellent technical credentials, an effective, collaborative communication style to liaise effectively with the wider support, product and technical teams globally.
Your role and responsibilities:
Develops and maintains a strong understanding of the customer’s requirements, business goals, challenges and upcoming needs
Deploy and configure systems for clients as per their requirements. Gather further requirements as necessary during on-site sessions with clients
Conduct Training sessions (online or Face to Face) for our clients to help them learn our products and increase user adoption
Manages client expectations during the implementation and configuration stages
Assist Solutions Engineer and Engagement Manager during the ‘Proof of Concept’ stages by configuring and supporting test accounts for clients
Assumes role as point-of-contact for day to day customer engagement and all additional Customer Support or Services needs (i.e. solution expansion, questions, etc.)
Work closely with an Engagement Manager on customer escalations, implementation project issues or risks and present best practices and/or alternatives to alleviate or resolve them
Investigates technical problems, coordinate with development engineers and product teams to diagnose problems and take corrective actions for customers
Provides user adoption sessions such as sharing tips & tricks, workarounds
Captures all configuration settings in relevant technical documents to hand over to other teams
Our perfect match:
Highly efficient team player, with the ability to work independently to juggle multiple priorities in a fast-paced, fluid environment
Previous experience in the support or implementation role, with strong knowledge of system configuration and troubleshooting
Experience with SaaS-based customer support/ITSM tools is a must. Bachelor's Degree is a requirement
Excellent verbal and written communication skills, with the ability to present to technical and non-technical audiences
Strong professional customer orientation with excellent work ethic, dedication, and attention to detail
Excellent judgment and problem-solving skills; drive to assist others
This position requires up some travel to attend customer and internal meetings as per the requirements of the project
These are some benefits you can expect from us in return:
Great opportunity to build the European presence of a fast-paced global growth startup from scratch
Flexible career development path within an international environment
A fun startup work environment in the middle of Berlin
Work closely with inspiring, supportive and interesting colleagues in an international team within a flat organizational hierarchy
An experienced executive team of managers and experts
Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
Weekly family lunch and quarterly team building events
Partial financial assistance for German language courses
Then please send us your application and share your salary expectations as well as the earliest date you can join us. Please also feel free to visit our website to find out about other job postings.
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-
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: www.Freshworks.com.