Technical Support (FreshService)
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Before you apply
LocationQuezon City, Metro Manila, Philippines
Work modeon-site
Typefull-time
SeniorityEntry
Experience1–2 yrs
Company size501–1,000 people
PostedDec 29, 2025 · 10mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Bachelor's degree in Information Technology
At least 1 to 2 years of experience as a Technical Support
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)
Skills
Freshservice
Jira
Slack
Microsoft Teams
AD (Active Directory)
API
CMDB
Job Description:
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Provide timely technical assistance for Freshservice-related issues.
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Maintain system uptime and configuration integrity.
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Enable efficient use of Freshservice features across IT teams.
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Support business operations through proactive maintenance and guidance.
Scope of Services
Incident Management & Issue Resolution
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Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).
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Diagnosing performance-related issues or slow response times.
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Coordinating with Freshservice support (Freshworks) for escalations when necessary.
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Maintaining a ticket log and resolution documentation.
Configuration & Administration Support
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Assistance with setting up or modifying:
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Workflows, automation rules, and SLA policies.
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Ticket forms, categories, and templates.
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User roles, agent permissions, and groups.
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Email notifications and approval workflows.
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Configuring service catalog items and change/release templates.
Integration & API Support
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Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).
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Troubleshooting API-based automations and webhooks.
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Supporting data import/export, including user data and ticket migration.
System Maintenance & Updates
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Periodic review of system configurations for optimization.
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Applying best practices for asset management, CMDB, and service catalog.
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Ensuring backups and data integrity within Freshservice limits.
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Coordinating updates or feature rollouts as released by Freshworks.
Reporting & Analytics
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Creating and maintaining custom reports and dashboards.
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Analyzing ticket trends and SLA compliance.
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Providing performance reports and improvement recommendations.
User & Agent Support
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Onboarding and training new users/agents on Freshservice features.
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Providing “how-to” support for ticket handling, approvals, and workflow usage.
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Maintaining user guides and FAQs.
Deliverables
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Assist SDM with below deliverables
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Monthly performance and usage reports.
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Configuration change logs.
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Training materials and documentation.
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Incident summary and root cause analysis for critical issues.
Requirements
Qualifications
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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)
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