Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the optimisation of Freshworks platforms and enhance service delivery.
- Company: Join a high-profile organisation driving digital transformation in IT and customer experience.
- Benefits: Enjoy opportunities for continuous improvement and collaboration with dynamic teams.
- Why this job: Be at the forefront of IT service innovation and make a real impact.
- Qualifications: 3 years of experience with Freshworks tools and strong communication skills required.
- Other info: Reach out to cathal.mcaliskey@gempool.ie for more information.
The predicted salary is between 36000 - 60000 £ per year.
Our client is a high-profile organisation at the forefront of digital transformation across internal IT and customer experience. They are looking for a Freshworks Specialist to take charge of their service delivery platforms and drive continuous improvement across enterprise support systems.
Are you a Freshworks expert ready to lead IT service innovation? You'll play a key role in managing and optimising Freshdesk and Freshdesk Omni, helping transform the way support is delivered across the business.
Role:
- Administer, configure, and enhance Freshworks ITSM & ESM platforms
- Design, develop, and optimise chatbot and automation workflows
- Collaborate with internal IT and support teams to build efficient, user-centric service experiences
- Provide technical support and troubleshooting for Freshdesk/Freshservice modules
- Communicate complex product solutions in clear, non-technical language to internal stakeholders
- Influence product development by sharing insights from real user experience
- Monitor performance, identify gaps, and ensure smooth ITSM operations
- Deliver ongoing improvements to self-service, request automation, and service visibility
Requirements:
- Around 3 years of experience implementing and using Freshworks tools (Freshdesk, Omni, Freddy AI)
- A strong background in SaaS, ITSM, or ESM environments
- Project management capability and stakeholder communication strength
- Customer-oriented mindset with an eye for scalable solutions
- Experience designing and implementing ITSM platforms and support workflows
- Excellent written and verbal communication skills
- Strong knowledge of IT infrastructure and software environments
Apply now or reach out to cathal.mcaliskey@gempool.ie for more information.
Freshworks Specialist employer: GemPool Recruitment
Contact Detail:
GemPool Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Freshworks Specialist
✨Tip Number 1
Familiarise yourself with the latest features and updates of Freshworks tools, especially Freshdesk and Freshdesk Omni. This knowledge will not only help you in interviews but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Network with professionals who are already working with Freshworks products. Join relevant online forums or LinkedIn groups where you can share insights and learn from others' experiences, which could give you an edge during discussions.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery or user experience in previous roles. Being able to articulate your past successes will show potential employers that you can bring similar value to their organisation.
✨Tip Number 4
Research the company’s current use of Freshworks tools and identify any areas for improvement. Presenting your ideas on how to enhance their service delivery platforms during the interview can set you apart as a proactive candidate.
We think you need these skills to ace Freshworks Specialist
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Freshworks Specialist position. Tailor your application to highlight your relevant experience with Freshworks tools and IT service management.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 3 years of experience with Freshworks tools, particularly Freshdesk and Omni. Provide specific examples of how you've administered, configured, or enhanced these platforms in previous roles.
Showcase Communication Skills: Since the role requires clear communication of complex solutions, include examples in your application that demonstrate your ability to convey technical information in a user-friendly manner. This could be through past projects or presentations.
Tailor Your Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also expresses your enthusiasm for driving IT service innovation. Mention how you can contribute to continuous improvement in service delivery platforms.
How to prepare for a job interview at GemPool Recruitment
✨Showcase Your Freshworks Expertise
Be prepared to discuss your hands-on experience with Freshworks tools like Freshdesk and Omni. Highlight specific projects where you've implemented these platforms, focusing on the outcomes and improvements achieved.
✨Demonstrate Problem-Solving Skills
Expect to face scenario-based questions that assess your troubleshooting abilities. Prepare examples of how you've resolved issues within ITSM environments, showcasing your analytical thinking and customer-oriented mindset.
✨Communicate Clearly and Effectively
Since you'll need to explain complex solutions to non-technical stakeholders, practice simplifying technical jargon into clear, relatable language. This will demonstrate your ability to bridge the gap between technical and non-technical teams.
✨Highlight Continuous Improvement Initiatives
Discuss any initiatives you've led or contributed to that focused on enhancing service delivery or user experience. Emphasise your proactive approach to identifying gaps and implementing scalable solutions in IT service management.
