Technical Support

Provide timely technical assistance for Freshservice-related issues.

Maintain system uptime and configuration integrity.

Enable efficient use of Freshservice features across IT teams.

Support business operations through proactive maintenance and guidance.

Scope of Services

Incident Management & Issue Resolution

Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).

Diagnosing performance-related issues or slow response times.

Coordinating with Freshservice support (Freshworks) for escalations when necessary.

Maintaining a ticket log and resolution documentation.

Configuration & Administration Support

Assistance with setting up or modifying

Workflows, automation rules, and SLA policies.

Ticket forms, categories, and templates.

User roles, agent permissions, and groups.

Email notifications and approval workflows.

Configuring service catalog items and change/release templates.

Integration & API Support

Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).

Troubleshooting API-based automations and webhooks.

Supporting data import/export, including user data and ticket migration.

System Maintenance & Updates

Periodic review of system configurations for optimization.

Applying best practices for asset management, CMDB, and service catalog.

Ensuring backups and data integrity within Freshservice limits.

Coordinating updates or feature rollouts as released by Freshworks.

Reporting & Analytics

Creating and maintaining custom reports and dashboards.

Analyzing ticket trends and SLA compliance.

Providing performance reports and improvement recommendations.

User & Agent Support

Onboarding and training new users/agents on Freshservice features.

Providing “how-to” support for ticket handling, approvals, and workflow usage.

Maintaining user guides and FAQs.

Deliverables

Assist SDM with below deliverables

Monthly performance and usage reports.

Configuration change logs.

Training materials and documentation.

Incident summary and root cause analysis for critical issues.

Requirements

Qualifications

Bachelor's degree in Information Technology.

At least 1 to 2 years of experience as a Technical Support

Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.

Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.

Schedule: 8x5 Support (OT if needed)

Can work Fully ONSITE (Cubao)

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