Associate - Product Adoption
Associate - Product Adoption
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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 24 years experience in the software/tech industry
- Experience in implementation of products like ServiceNow Jira is must or working experience in these products
- Basic frontend 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 crossfunctional 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 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
