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- 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 a dynamic work environment with opportunities for continuous improvement and innovation.
- Why this job: Be at the forefront of IT service innovation and make a real impact on user experiences.
- 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 the application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery or user experience in previous roles. Highlighting your hands-on experience with ITSM platforms will show that you're ready to take on the responsibilities of the role.
✨Tip Number 4
Research the company’s current use of Freshworks tools and think about potential improvements or innovations you could suggest. This proactive approach will impress interviewers and demonstrate your genuine interest in contributing to their success.
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 relevant experience and skills that align with these expectations.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with Freshworks tools, particularly Freshdesk and Omni. Provide specific examples of how you've implemented or optimised 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 an understandable way to non-technical stakeholders.
Tailor Your Cover Letter: Craft a personalised cover letter that not only expresses your enthusiasm for the role but also addresses how your customer-oriented mindset and project management capabilities make you a perfect fit for the organisation's goals.
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 successfully implemented or optimised these platforms, as this will demonstrate your capability to manage and enhance service delivery.
✨Communicate Clearly and Effectively
Since the role involves explaining complex solutions in simple terms, practice articulating your thoughts clearly. Use examples from your past experiences to illustrate how you’ve communicated technical information to non-technical stakeholders.
✨Demonstrate a Customer-Oriented Mindset
Prepare to discuss how you have previously focused on user-centric service experiences. Share instances where you identified user needs and implemented scalable solutions that improved customer satisfaction.
✨Highlight Your Project Management Skills
As project management is crucial for this role, be ready to talk about your experience managing projects. Discuss how you coordinated with teams, met deadlines, and ensured successful outcomes, showcasing your ability to lead initiatives effectively.
