Functional Consultant - Customer Success - Simplified Chinese Or Mandarin Language Expert Job in Icertis

Skills and Qualifications:

• 3+ years previous experience in an Application Support role.
• Must have Simplified Chinese / Mandarin language expertise both - written & verbal.
• Willingness to work in rotational shifts.
• Excellent troubleshooting skills with expertise in SQL & Stored Procedures.
• Exposure to Windows Azure and Cloud Computing will be an added advantage.
• Deep understanding of customer support processes and tools. Ability to follow defined processes.
• Outstanding written and verbal communication skills.
• The ability to coordinate, follow up, follow through and drive issues to closure proactively.
• The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customers problem.

Responsibilities:

• Understand how the product works and how it is used by customers.
• Work closely with customers to answer questions about features and capabilities of our product Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
• Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Role may involve travel to customer locations.