Onboarding Specialist - Chennai

#Freshworks is Hiring


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

Requirements:

  • Atleast 8-15 years’ experience in the software/tech industry

  • Experience in implementation of products like Zendesk is must or working experience in these products

  • Basic front-end 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

  • Good to have a hands-on experience with configuring SAAS products such as workday, salesforce, Zendesk, Servicenow

  • 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 US/UK/EMEA shift.

  • Capable of working on a cross-functional team to solve business & tech problems

  • Understand the customer requirements and passion to provide solutions

  • Soft skills to interact with customers over the phone or video call

Good to haves:

  • 4+ years’ experience in Customer Support / Presales within an enterprise software organisation

  • Preferable - Knowledge of SaaS business model, SaaS technologies, and related applications

  • Preferable - 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


Apply Here: https://bit.ly/2FyU4g8


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