Workdeft Solutions LLP
Website:
workdeft.com
Job details:
Company Description Workdeft Solutions LLP is a global technology consulting and SaaS product development company founded in February 2021, with offices in India and the UAE. The company helps businesses improve efficiency, automate processes, and enhance customer experiences through advanced IT and business solutions. Workdeft serves a wide range of industries, including telecommunications, finance, healthcare, and retail, with a strong focus on digital transformation, customer engagement, and IT service management. As a trusted partner for platforms such as Freshworks, SecPod, LeadSquared, Profit.co, and Exotel, Workdeft combines deep industry knowledge with technical expertise to deliver modern, value-driven solutions to enterprise clients.
The Role and responsibilities:
Support
- Own incoming client tickets: triage, troubleshoot and resolve configuration, workflow and usage issues.
- Meet agreed SLAs and keep clients updated until closure
- Reproduce issues, document root causes and escalate to the implementation team or Freshworks support when needed
- Make small configuration changes: automations, SLA policies, forms, workflows, roles and reports
- Build and maintain knowledge base articles and internal runbooks
Customer Success
- Run regular check-ins with assigned accounts and track adoption and health
- Spot gaps in how clients use the platform and recommend improvements
- Conduct user training sessions and onboarding walkthroughs
- Flag renewal risks and upsell opportunities to the account team
- Collect feedback and turn it into clear improvement requests
What We're Looking For
- 0–3 years of experience in technical support, customer success, IT service desk or SaaS implementation (freshers with strong aptitude are welcome)
- Excellent written and spoken English; clients are largely in the UAE, Saudi Arabia, Bahrain and wider GCC
- Strong logical troubleshooting and the habit of asking "why" until you find the real cause
- Comfort with SaaS tools and willingness to learn platform configuration quickly
- Organised, dependable and calm under pressure
- Willingness to work GCC business hours (Sunday–Thursday overlap may apply)
Good to Have
- Hands-on exposure to Freshworks, Zendesk, ServiceNow, Jira Service Management or similar
- Familiarity with ITIL concepts (incidents, problems, changes, SLAs)
- Basic understanding of APIs, webhooks or JSON
- Freshworks certifications
- Arabic language skills
Why Join Us
- Work with enterprise clients across the GCC from your first month
- Structured training and Freshworks certification support
- Clear growth path into Implementation Consultant or Customer Success Manager roles
- Direct exposure to founders, real decision-making and a team that values ownership
How to Apply
Apply via LinkedIn or send your resume to [email] with the subject "Support & CSM – Application". Tell us in 2–3 lines about a problem you solved for a customer, user or friend that you're proud of.
Click on Apply to know more.