At Freshworks, diversity powers innovation because great ideas can and do come from everywhere. We encourage people from all backgrounds&mdash;particularly historically underrepresented and marginalized&mdash;to join us.
We strive for a workplace culture where everyone can bring their authentic selves to work, feel comfortable speaking out, take risks, and feel they&rsquo;re an integral part of the Freshworks team. It&rsquo;s simple: Happy, fulfilled employees do better, more innovative work.
Our employee resource groups (ERGs) help employees meet, learn, share their unique perspectives, and connect with mentors and opportunities.
Our current ERGs include Women360 and Prideworks, our global LGBTQIA+ group, with more to come as we continue to look for ways to support each other in our goals.

Freshworks

Freshworks has partnered with one of the leading childcare providers in India, offering services for children aged five months to 6 years in select cities like Chennai, Bangalore, Hyderabad, etc.

Freshworks Inc. (with its subsidiaries, &ldquo;Freshworks&rdquo;) is committed to providing a work environment free of harassment, ensuring all individuals are treated with respect and dignity. The Policy Against Sexual and Other Workplace Harassment prohibits any form of harassment based on various factors, such as race, color, creed, gender, gender identity or expression, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by federal, state, or local laws

Freshworks provides 26 weeks (182 days) of maternity leave and 84 days of adoption leave.

Freshworks has partnered with Practo, one of India&rsquo;s largest digital healthcare platforms, to provide all employees access to online doctor&rsquo;s consultations, appointment booking, online medicine delivery, and health check-ups.

Online Doctor’s Consultation

&#xa0;Overview: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. This role will be based out of Chennai.Responsibilities:<ul><li>Take ownership of customer issues reported and ensure that they are resolved within set SLAs.&#xa0;</li><li>Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.</li><li>Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.&#xa0;</li><li>Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.&#xa0;</li><li>Document knowledge in the form of FAQs and knowledge base articles.&#xa0;</li><li>Prepare accurate and timely reports, ensuring proper recording and closure of all reported issues.</li><li>Work with various internal stakeholders to provide prompt and accurate feedback to customers.&#xa0;</li><li>Handle high MRR customers and reputed brands.</li></ul>

QualificationsMust-haves:&#xa0;<ul><li>Minimum of 4 years of work experience in a customer support role.&#xa0;</li><li>Clear, concise, and effective written and oral communication skills.&#xa0;</li><li>Customer-centricity and empathy towards customers and their needs.&#xa0;</li><li>Proficient in diverse technologies with a knack for quickly adapting to new tools and products.</li><li>Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems.&#xa0;</li><li>Flexibility in working in different shifts/regions including Night shifts. This is absolutely mandatory because we follow a rotational shift policy with 6 months-1 year cycles.</li><li>ITIL: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and IT service management frameworks.</li><li>Networking: Knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, and firewalls.</li></ul>

<div sr-tagline=""></div>At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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