Technical Support (FreshService)

Job Description:

• 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.

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)