Product Specialist
Product Specialist
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Job Description
Responsibilities:
Take ownership of customer issues reported and ensure that they are resolved within set SLAs.
Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.
Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.
Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
Document knowledge in the form of FAQs and knowledge base articles.
Prepare accurate and timely reports ensuring proper recording and closure of all reported issues.
Work with various internal stakeholders to provide prompt and accurate feedback to customers.
Handle high MRR customers and reputed brands.
Qualifications :
Requirements
Musthaves:
Minimum of 4 years of work experience in a customer support role.
Clear concise and effective written and oral communication skills.
Customercentricity and empathy towards customers and their needs.
Proficient in diverse technologies with a knack for quickly adapting to new tools and products.
Good interpersonal skills and ability to collaborate with various cross functional teams to solve business and tech problems.
Flexibility in working in different shifts/regions including Night shifts. This is absolutely mandatory because we follow a rotational shift policy with 6 months1 year cycles.
Networking: Knowledge of networking concepts such as TCP/IP DNS DHCP VPN and firewalls.
Operating Systems: Familiarity with common operating systems such as Windows MacOS and Linux.
Must be willing to work in rotational shift (every 6 months to one year
Good to have:
Prior work experience in SaaS product companies in domains relevant to Freshworks suite of products.
Knowledge and proficiency in web technologies (JavaScript HTML CSS).
Collaboration tools: Familiarity with collaboration tools like Microsoft Teams Zoom or Slack.
Cloud computing: Understanding of cloud platforms such as Amazon Web Services (AWS) Microsoft Azure or Google Cloud Platform (GCP).
Knowledge of the SaaS business model SaaS technologies and related applications
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
