Product Specialist Job in Bengaluru at Freshworks

Freshworks is hiring for the role of Product Specialist!

Responsibilities of the Candidate:

• 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.

Requirements:

• Minimum of 1-4 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.