Senior L2 Support

About the Role: 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. 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.

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). Freshworks' cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services. Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.