- Provided dedicated support to Enterprise customers in the US who opted for Premium Support Services- Work with dedicated CSMs to develop and implement technical success plan- Provide oversight of support tickets, taking ownership of customer issues reported and ensuring that they are resolved within set SLAs - Diagnose and troubleshoot problems and identify solutions to resolve ITSM issues- Collaborate with other appropriate internal teams and advocate for the customers while figuring out solutions and workarounds- Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams- Be a primary point of contact to the customer and actively participate in regular customer meetings such as Quarterly Technical Reviews- Support CSMs in more technical conversations with these customers, including troubleshooting, technical discovery, executive business reviews, and product roadmap sessions- Have regular cadence with the TAMs in the POD and maintain TAM Dashboards to provide support inferences on all the accounts- Strategic analysis of these accounts based on Contact Codes to provide actionable insights on Top Issues, Bugs, and Feature Requests- Act as an escalation point of contact for the Customers in that POD and coordinate with the Support Teams to bring the issues to resolution quickly- Keep track of the Bugs raised by the Accounts and work with Engineering on Prioritisation and Timelines- Keep track of the Downtimes and Outages and work with Engineering and Support to generate an RCA on time- Closely liaise with Sales, CSMs, and Onboarding leadership in the region to drive conversion to Premium Support Services- Will be directly responsible for their success and renewal of the engagement contract- Work with CSMs during renewals to help pitch for paid support

- Provided dedicated support of a select group of Mid-Market and Enterprise customers in US who opt for Premium Support Services- Work with dedicated CSMs to develop technical success plan- Provide oversight of support tickets, taking ownership of customer issues reported and ensuring that they are resolved within set SLAs - Diagnose and troubleshoot problems and identify solutions to resolve customer issues- Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds- Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams- Be a primary point of contact to the customer and actively participate in regular customer meetings such as business reviews- Support US CSMs in more technical conversations with these customers including troubleshooting, technical discovery, executive business reviews and product roadmap sessions- Have regular cadence with the TAMs in the POD and maintain TAM Dashboards to provide support inferences on all the accounts- Strategic analysis on these accounts based on Contact Codes to provide actionable insights on Top Issues, Bugs and Feature Requests- Act as an escalation point of contact for the Customers in that POD and coordinate with the Support Teams to bring the issues to resolution quickly- Keep track of the Bugs raised by the Accounts and work with Engineering on Prioritisation and Timelines- Keep track of the Downtimes and Outages and work with Engineering and Support to generate a RCA on time- Closely liaise with Sales, CSMs and Onboarding leadership in region to drive conversion to Premium Support Services- Will be directly responsible for their success and renewal of the engagement contract- Work with CSMs during renewals to help pitch for paid support- Be an Escalations Manager for the Support team

- Take ownership of customer issues reported and ensure that they are resolved within set SLAs.- Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.- Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.- Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.- Document knowledge in the form of FAQs and knowledge base articles.- Prepare accurate and timely reports, ensuring proper recording and closure of all reported issues.- Work with various internal stakeholders to provide prompt and accurate feedback to customers.- Handle high MRR customers and reputed brands.

“Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journeyBe consultative and build in-depth relationships and a complete understanding of their business goals and objectivesBuild credibility, relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophyBe passionate about the product, understand the outcomes the Freshdesk Customer Success product and its features deliver to customers goals. Provide coaching and education to improve adoption of the Freshdesk Customer Success product Identify, clearly communicate and manage risk throughout the year through proactive touch-points and taking the lead in developing resolution strategiesIdentify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogsDevelop and execute all phases of a subscription renewal plan by ensuring on-time invoicing and onboarding all customers to project managing potential development or functional improvementsCollaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customersWork with sales teams to provide product demos to prospective customers.Train new customers on the use of the Freshdesk Customer Success product in a way that matches their objectives and needs.

Provide Enterprise Support to On-Shore Customer Care and Technical Support departments Troubleshooting and Resolving Desktop/Laptop/Thin Client issues Identifying and Escalating a Major Incident to report and prevent a CRISIS situation Adhere and meet the Service Levels for various Task/ Incident/ Requests.

Dealing with incoming faults in a professional, courteous manner over the phone and via email Taking ownership of faults and managing them in a logical and methodical manner Correctly logging incidents and faults, categorising and prioritising them in line with team procedures Conducting full and through diagnostics with end users to enable first point of contact fault resolution Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams asappropriate Managing faults through their entire lifecycle from the first point of contact through to resolution, proactivelykeeping the customer informed of progress Diagnosing and resolving problems to the customers satisfaction Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams Sharing knowledge with team colleagues Manage a number of scheduled tasks for customers, designed to ensure that the customers systemsremain operational

*Installing and configuring computer hardware operating systems and applications;*Monitoring and maintaining computer systems and networks;*Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;*Troubleshooting system and network problems and diagnosing and solving hardware or software faults;*Replacing devices as required;providing support, including procedural documentation and relevant reports;*Supporting the roll-out of new applications;*Setting up new users' accounts and profiles and dealing with password issues;*Responding within agreed time limits to call-outs;*Working continuously on a task until completion (or referral to third parties, if appropriate);*Prioritizing and managing many open cases at one time;*Rapidly establishing a good working relationship with customers and other professionals, such as software developers;*Testing and evaluating new technology;

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