The Role
Provide technical support for Freshservice, manage system uptime, troubleshoot platform issues, assist with configurations, and maintain user training and documentation.
Summary Generated by Built In
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)
Top Skills
APIs
Freshservice
JIRA
Microsoft Teams
Slack
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Your trusted business partner for IT solutions and services. Questronix has grown to be one of the largest IT solutions and service providers and systems integrator in the Philippines since 1987 that has earned awards and certificates through its focused professional team of experts
.png){kind=logo}
