Shubham Devgun

I am currently working as a Product Specialist at Freshworks, where my primary responsibility is addressing customer queries and providing optimal solutions. I manage customer support through various channels, including calls, tickets, and chat. Additionally, I collaborate closely with cross-functional teams to enhance the customer support experience and streamline product development processes.

In my role, I also support the sales team during client meetings by offering expert knowledge on specific features and functionalities of our product suite, which contributes to a superior customer service experience. My expertise in SQL plays a key role in analyzing detailed logs to identify issues and provide clear, accurate justifications to both customers and internal teams.

Moreover, I specialize in third-party app integrations with our products and currently oversee all integration-related queries within my team. My continuous goal is to expand my knowledge of our products and consistently address user concerns, ensuring high levels of customer satisfaction.

I began my journey at Freshworks as a Graduate Engineering Trainee, where I underwent comprehensive training and developed a strong understanding of our software products. Following the training period, I transitioned into a customer-facing role, where I started handling customer queries. Over time, I consistently improved my skills and deepened my product knowledge, enabling me to deliver effective support and contribute meaningfully to the team.