Job Title: Solution Engineer (Business Solutions)
Objective:
To support the full lifecycle of business solutions, from pre-sales to implementation and post-implementation support. This includes gathering client requirements, designing and implementing solutions, providing thorough documentation, conducting training, and offering ongoing technical support to ensure high client satisfaction and business success.
Key Responsibilities:
- Collaborate with clients and the Solution Delivery Manager to gather detailed business and technical requirements for ITSM, ITAM, and other business solutions.
- Lead the implementation of solutions, particularly Freshworks products such as Freshdesk and Freshservice, ensuring that they meet client specifications.
- Participate in pre-sales activities, including solution demonstrations, technical presentations, and proposal preparations.
- Prepare and maintain comprehensive documentation throughout the project lifecycle, including design documents, implementation guides, and user manuals.
- Provide training to clients and internal teams on the implemented solutions to ensure effective usage and adoption.
- Offer technical support to resolve any issues that arise after deployment, ensuring high levels of client satisfaction.
- Work closely with the Business Solution Manager and cross-functional teams to ensure that solutions are aligned with client needs and project goals.
- Conduct quality checks on deployed solutions to ensure they function efficiently and meet client requirements.
- Gather feedback from clients and internal teams to identify areas for improvement in solution delivery processes.
Qualifications:
- Bachelors degree in computer science, Information Technology, or a related field.
- 3-5 years of experience in ITSM/ITAM solution implementation, particularly with Freshworks products.
- Strong technical skills in system configuration, troubleshooting, and support.
- Ability to create and manage comprehensive project documentation.
- Experience in pre-sales activities and post-implementation support.
- Excellent communication and collaboration skills.
- Experience in requirement gathering and technical solution design.
