Customer Onboarding Specialist Freshworks
San Mateo, CA

Job Description

About The Position

As a Customer Onboarding Specialist you will be responsible for onboarding and supporting new customers and prospects. The primary objective of this role is to work closely with Engagement Managers and configure the Freshworks suite of products based on the customers requirements while also training them on the product. You will also work closely with our Sales and Pre Sales teams, where you will use your product expertise and strong communication skills to wow mid market and enterprise customers.

Position Deliverables

* Customer centric orientation with strong communication skills

Ability to translate business requirements into product use cases or technical requirements
* Configure Freshworks suite of products based on customer requirements
* Ability to learn and adapt quickly to new products or updates to existing products
* Delight customers using critical thinking and complex problem solving skills
* Train customers and their teams on the day to day use and administration of the product
* Document the onboarding steps for future reference and to transition to other teams as needed
* Demonstrate ability to multi-task and work on multiple projects and successfully deliver on-time
* Develop a good understanding of configuration best practices as it relates to the Freshworks suite of products

Requirements

* Minimum of 5 years experience in the software/tech industry
* Good communication skills (written and verbal)
* Analytical, problem-solving, and troubleshooting skills
* Demonstrate good teamwork
* Basic front-end programming skills such as HTML5, Javascript, and Jquery
* Basic understanding of current technology trends and programming concepts
* Understanding integrations (using REST APIs) with cloud systems
* Hands-on experience with configuring SAAS products such as Freshdesk,
* Freshservice, Workday, Salesforce, Zendesk, Servicenow is a plus
* Ability to learn and understand various SAAS products in the market such as Freshdesk and Freshservice
* Passion to solve customer requirements using our products
* Soft skills to interact with customers over the phone or video call

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