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. 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)