Techno-Functional Freshdesk Consultant

Role: Techno-Functional Consultant (Contractor) - Customer Support Domain Location: Chennai Experience: 5-7 years

Company Overview: saasgenie specializes in maximizing the value of SaaS products for our customers, ensuring they derive the best possible benefits from their investments. We are committed to being the premier partner for SaaS companies, dedicated to unlocking the full potential of their products for their customers. Our ethos, "faster, better, and smarter”, reflects our commitment to excellence and faster time to value championing agility, and fostering innovation. We deliver intelligent solutions that empower our customers to meet their business objectives efficiently. As a dynamic startup, saasgenie actively crafts the future, embracing challenges with unique strategies and creative thinking. Embark on our journey to enhance SaaS product deployment and adoption, steering the industry towards new horizons. As we continue to grow and expand our team, we are seeking experienced Java full-stack developers to join our journey and contribute to our culture of excellence. Position Overview: We are seeking a techno-functional consultant to support Customer Support platform initiatives. The role requires a blend of functional expertise, business analysis skills, and light technical capabilities. The consultant will work closely with business stakeholders and engineering teams to translate requirements into system configurations and scalable solutions. Key Responsibilities Interact with business stakeholders to gather, analyze, and document requirements. Create user stories, use cases, BRDs/FRDs, process flows, and functional specifications. Configure and administer support platforms (Freshdesk, Zendesk, ServiceNow, or similar), including Workflows, Automations, SLAs, Ticket fields, Business rules Perform gap analysis and support solution design discussions. Collaborate with engineering teams on integrations, APIs, and minor technical troubleshooting. Conduct POCs for new tools, features, or enhancements. Support UAT, reporting, and spreadsheet-based analysis. Execute basic self-service queries where required (light SQL or similar). Required Skills 5-7 years of experience in a techno-functional / Business Analyst role within the Customer Support or Service Desk domain. Strong understanding of ticketing workflows, SLAs, escalation models, and support operations. Hands-on admin/configuration experience in support tools (Freshdesk, Zendesk, ServiceNow, or similar). Ability to translate business requirements into clear functional documentation. Working knowledge of APIs and integrations; basic SQL or scripting knowledge is advantageous. Strong stakeholder management and communication skills. This role primarily requires a strong functional consultant who can wear the Business Analyst hat, with light technical capability being an added advantage. Why Join Us?

At saasgenie, you become part of a vibrant team where your contributions are valued immensely and directly fuel our collective success. Our culture thrives on integrity, trust, respect, and collaboration. Here, flexibility, quick learning, and an achiever mindset are celebrated, and every individual is empowered to excel. We ensure your well-being is always at the forefront. saasgenie provides an ecosystem where you can make a real impact and grow both personally and professionally. Ready to make a difference in a dynamic environment? Saasgenie welcomes you.

How to Apply:

Please send your resume, cover letter, and any relevant work samples to hiring@saasgenie.ai. In your cover letter, explain why you are a great fit for this role and how your experience aligns with our company's mission and values.