Senior Functional Consultant - Customer Support - Us / Night Shift Job in Icertis

Skills and Qualifications:

• 5+ years previous experience in an Application Support role.
• Willingness to work in Continuous NIGHT SHIFTS (US Time Zone)
• Excellent troubleshooting skills with expertise in SQL, stored procedures and networking knowledge.
• Knowledge of Windows Azure and Cloud Computing will be an added advantage.
• Deep understanding of customer support processes and CRM tools. Ability to follow defined processes.
• Outstanding written and verbal communication skills, presentation skills and experience presenting.
• Ability to coordinate, follow up, follow through and drive issues to closure proactively
• Ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customers problem.
• Proven track record in solving problems from a technical and business perspective.
• Knowledge of contract management systems or workflow systems is a strong plus.
• Education: Science or Engineering graduate.

Responsibilities:

• Understand how the ICM product works and how it is used by customers.
• Work closely with customers to answer questions about the features and capabilities of our product.
• Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
• Develop knowledge base articles for both customer and internal team 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
• Requires collaboration with cross-functional teams.
• The role may involve travel to customer locations.