TL;DR
Product Specialist (Customer Support): Provide end-to-end technical support and issue resolution for high-value customers, ensuring exceptional customer experience with an accent on troubleshooting, collaboration, and customer empathy. Focus on diagnosing technical problems, managing escalations, and maintaining clear communication across multiple channels.
Company
Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences with a people-first approach to AI, trusted by over 72,000 companies worldwide.
What you will do
- Own customer-reported issues and drive resolution within SLAs.
- Diagnose and troubleshoot technical problems, identify root causes, and implement solutions.
- Collaborate cross-functionally with Engineering, Product, and other teams as the voice of the customer.
- Escalate complex issues and maintain transparent communication throughout the lifecycle.
- Provide prompt and accurate updates to customers across email, chat, and calls.
- Create and maintain documentation such as FAQs and knowledge base articles.
Requirements
- 1-6 years of experience in customer-facing or technical support roles.
- Excellent written and verbal communication skills with strong clarity and structure.
- Technical aptitude with familiarity in operating systems (Windows, macOS, Linux) and networking basics (TCP/IP, DNS, DHCP, VPNs, firewalls).
- Strong customer empathy and solution-oriented mindset.
- Willingness to work rotational shifts including night shifts as part of a 6-12 month cycle.
Nice to have
- Experience in SaaS product companies.
- Basic knowledge of web technologies (HTML, CSS, JavaScript).
- Understanding of cloud platforms (AWS, Azure, GCP).
- Familiarity with collaboration tools (Microsoft Teams, Zoom, Slack).
- Working knowledge of SaaS business models.
Culture & Benefits
- Inclusive environment welcoming diverse backgrounds and perspectives.
- Commitment to equal opportunity and diversity.
- Focus on employee potential, purpose, and passion.