Technical Support (FreshService)

<h2>Job Description:</h2><ul>
<li>Provide timely technical assistance for Freshservice-related issues.</li>
<li>Maintain system uptime and configuration integrity.</li>
<li>Enable efficient use of Freshservice features across IT teams.</li>
<li>Support business operations through proactive maintenance and guidance.</li>
</ul><h2>Scope of Services</h2><h2>Incident Management &amp; Issue Resolution</h2><ul>
<li>Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).</li>
<li>Diagnosing performance-related issues or slow response times.</li>
<li>Coordinating with Freshservice support (Freshworks) for escalations when necessary.</li>
<li>Maintaining a ticket log and resolution documentation.</li>
</ul><h2>Configuration &amp; Administration Support</h2><ul>
<li>Assistance with setting up or modifying:</li>
<li>Workflows, automation rules, and SLA policies.</li>
<li>Ticket forms, categories, and templates.</li>
<li>User roles, agent permissions, and groups.</li>
<li>Email notifications and approval workflows.</li>
<li>Configuring service catalog items and change/release templates.</li>
</ul><h2>Integration &amp; API Support</h2><ul>
<li>Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).</li>
<li>Troubleshooting API-based automations and webhooks.</li>
<li>Supporting data import/export, including user data and ticket migration.</li>
</ul><h2>System Maintenance &amp; Updates</h2><ul>
<li>Periodic review of system configurations for optimization.</li>
<li>Applying best practices for asset management, CMDB, and service catalog.</li>
<li>Ensuring backups and data integrity within Freshservice limits.</li>
<li>Coordinating updates or feature rollouts as released by Freshworks.</li>
</ul><h2>Reporting &amp; Analytics</h2><ul>
<li>Creating and maintaining custom reports and dashboards.</li>
<li>Analyzing ticket trends and SLA compliance.</li>
<li>Providing performance reports and improvement recommendations.</li>
</ul><h2>User &amp; Agent Support</h2><ul>
<li>Onboarding and training new users/agents on Freshservice features.</li>
<li>Providing “how-to” support for ticket handling, approvals, and workflow usage.</li>
<li>Maintaining user guides and FAQs.</li>
</ul><h2>Deliverables</h2><ul>
<li>Assist SDM with below deliverables</li>
<li>Monthly performance and usage reports.</li>
<li>Configuration change logs.</li>
<li>Training materials and documentation.</li>
<li>Incident summary and root cause analysis for critical issues.</li>
</ul><h2>Requirements</h2><h2>Qualifications</h2><ul>
<li>Bachelor's degree in Information Technology.</li>
<li><strong>At least 1 to 2 years of experience as a Technical Support</strong></li>
<li>Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.</li>
<li><strong>Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.</strong></li>
<li><strong>Schedule: 8x5 Support (OT if needed)</strong></li>
<li><strong>Can work Fully ONSITE (Cubao)</strong></li>
</ul>