Technical Account Manager

About Freshworks

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. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Overview:

We are looking to hire smart and passionate folks for our customer support team. The customer support team takes care of technical account management for all our customers. They help troubleshoot and resolve issues that customers might have, and provide assistance as and when required. In this role, you will be providing dedicated customer support in an omnichannel environment to high-value customers and reputed brands. This role will be based out of Chennai.

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

Must-haves: 

• Minimum of 4 years of work experience in a customer support role. 
• Clear, concise, and effective written and oral communication skills. 
• Customer-centricity 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 months-1 year cycles.
• ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and IT service management frameworks.
• Networking: Knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and firewalls.

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.

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.