Product

Technical Support Engineer

Chennai, IndiaFull time Associate

Freshworks Inc. is the parent company behind the suite of products which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer. The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 100,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.


Overview:

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

- 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

- Provide prompt and accurate feedback to customers

- 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:

Must Haves

- Good in problem analysis, troubleshooting, requirement analysis 

- Solid verbal, written, presentation and interpersonal communication skills

- Fast learner and can pick up new technologies

- Capable of working on a cross-functional team to solve business & tech problems

- Willing to work in US shift.

- Ability to make complex technical matters easy-to understand even for non-technical people

- Highly driven individual with an execution focus and a strong sense of urgency

- Self-directed and resourceful / entrepreneurial experience and attitude

- High level of enthusiasm about helping and serving clients, strongly customer and solution oriented personality

- Handle details accurately and in a timely manner

Good to haves:

- 1+ years experience in Customer Support  within an enterprise software organization

- 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 or support

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