Product Specialist
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Were looking for smart driven and customer-obsessed professionals to join our Customer Support team.
In this role you will act as a trusted technical partner to our customers - owning issue resolution end-to-end and delivering an exceptional customer experience. You will provide dedicated omnichannel support to high-value customers and leading brands ensuring timely resolutions and strong customer satisfaction.
This is a high-ownership role that requires technical curiosity empathy structured problem-solving and the ability to collaborate cross-functionally.
Responsibilities:
- Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
- Diagnose and troubleshoot technical problems identify root causes and implement effective solutions or workarounds.
- Act as the voice of the customer while collaborating with internal Engineering Product and other cross-functional teams.
- Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle.
- Provide prompt accurate and actionable updates to customers across channels (email chat calls etc.).
- Create and maintain documentation including FAQs and knowledge base articles.
- Maintain accurate records of customer interactions ensuring proper tracking and closure of all issues.
- Support high-MRR customers and reputed global brands delivering a premium support experience.
Qualifications :
Must-have skills & experience:
- 1-6 years of experience in a customer-facing or technical support role.
- Excellent written and verbal communication skills with strong clarity and structure.
- Strong customer empathy and a solution-oriented mindset.
- Technical aptitude with the ability to quickly learn new tools products and technologies.
- Familiarity with operating systems such as Windows macOS or Linux.
- Understanding the basics of networking: TCP/IP DNS DHCP VPNs firewalls.
- Strong collaboration skills and the ability to work effectively with cross-functional teams.
- Willingness to work in rotational shifts (including night shifts) as part of a 6-12 month rotation cycle.
Good-to-have skills & experience:
- Experience in a SaaS product company preferably in domains aligned with our product suite.
- Basic knowledge of web technologies such as HTML CSS and JavaScript.
- Understanding of cloud platforms (AWS Azure or GCP).
- Familiarity with collaboration tools (Microsoft Teams Zoom Slack).
- Working knowledge of the SaaS business model and ecosystem.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
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.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Sales Experience
- Marketing
- Customer Service
- Communication skills
- Military Experience
- Retail Sales
- Product Demos
- Customer Support
- Product Management
- Product Development
- Unity
- Microscopy
About Company
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshwork ... View more
