Freshworks Product Specialist (ESM, ITSM)

Job type: Contract
Job ref: 32550
Published: 15 days ago

Contract: 6 moths rolling

Location: Remote

Start: ASAP

Job Summary:

Our client requires a Freshworks Product Specialist (ESM, ITSM) who can provide L2 Support for them and has expertise in administering the application, making configurations, implementing changes, and understanding the module.

Responsibilities:

  • A Freshdesk and Freshservice Product Specialist is a pivotal role that requires a blend of technical knowledge, customer service skills, and product understanding. This position is primarily responsible for providing support related to Freshdesk (ESM) to customers and internal teams.

  • Firstly, the Product Specialist should have a robust understanding of both Freshdesk and Freshservice products (ESM, ITSM). They should be well-versed with the product's features, capabilities, and ideal use cases. They should also possess the technical skills necessary to assist with product installation, configuration, and upgrades, and be capable of troubleshooting any issues that arise.

  • Secondly, they should be able to listen to customers' problems, empathize with their situation, and provide effective solutions. Additionally, they need to be capable of communicating complex technical information in a manner that non-technical people can understand.

  • Thirdly, the Product Specialist plays a crucial role in product development. They collaborate closely with product management and engineering teams, providing feedback and insights from their interactions with customers. This information is invaluable in shaping future product enhancements and developments.

  • In conclusion, a Freshdesk and Freshservice Product Specialist is a technical expert, customer advocate, and an integral part of the product development process. This role requires a unique blend of skills and abilities, including technical proficiency, excellent customer service skills, and a deep understanding of Freshdesk and Freshservice products.

Qualifications:

  • 3-5 years of Product experience; preferably in Freshworks module (ESM, ITSM). Domain knowledge in the field of SaaS, CSM, CRM, or ITSM is advantageous

  • Highly driven individual with an execution focus a strong sense of urgency. Able to go beyond relationship management

  • Customer-oriented, extraordinary communication skills, eagerness to learn, and consultancy skills to understand our customers and to best support them

  • Willing to go the extra mile with a strong work ethic; self-directed and resourceful

  • Fluent in English is must