Product Specialist

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 1-4 yearsSkills: ["Customer empathy","Structured problem-solving","Cross-functional collaboration","Communication","Solution-oriented mindset"]

Own issue resolution end-to-end for high-value customers, diagnosing and troubleshooting technical problems, identifying root causes, and delivering timely resolutions within SLAs. Collaborate across Engineering, Product, and other teams while escalating complex issues and providing clear customer updates across channels. Create and maintain FAQs/knowledge base articles and keep accurate customer interaction records, supporting high-MRR customers and global brands.

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FursaFursa
Freshworks
Freshworks
1 day ago

Product Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Own issue resolution end-to-end for high-value customers, diagnosing and troubleshooting technical problems, identifying root causes, and delivering timely resolutions within SLAs. Collaborate across Engineering, Product, and other teams while escalating complex issues and providing clear customer updates across channels. Create and maintain FAQs/knowledge base articles and keep accurate customer interaction records, supporting high-MRR customers and global brands.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Entry level

Key Responsibilities

  • •Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
  • •Diagnose and troubleshoot technical problems, identify root causes, and implement solutions or workarounds.
  • •Collaborate cross-functionally and act as the voice of the customer.
  • •Escalate complex issues and ensure transparent communication throughout the issue lifecycle.
  • •Provide prompt, accurate customer updates across channels and maintain documentation/knowledge base articles.

Key Requirements

  • •1-4 years of experience in a customer-facing or technical support role.
  • •Excellent written and verbal communication with strong clarity and structure.
  • •Strong customer empathy and a solution-oriented mindset.
  • •Technical aptitude to quickly learn new tools, products, and technologies.
  • •Familiarity with operating systems (Windows, macOS, or Linux) and networking basics (TCP/IP, DNS, DHCP, VPNs, firewalls).
Experience:1-4 yearsSaaSCustomer support
Skills:Customer empathyStructured problem-solvingCross-functional collaborationCommunicationSolution-oriented mindset
Languages:English
Tech Stack:WindowsMacOSLinuxTCP/IPDNSDHCPVPNsFirewallsHTMLCSSJavaScriptAWSAzureGCPMicrosoft TeamsZoomSlackWeb technologiesSaaS business model

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor