Functional Consultant, Customer Support (Func)
- Icertis
- 2 - 6 years
- Pune
- 1 month ago
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Job Description
Responsibilities for External Candidates
- 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.
- Specialize in resolving issues pertaining to customer specific configuration and third-party integration.
- Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
- Develop knowledge base articles to reduce troubleshooting time and drive faster issue resolution.
- 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.
Qualifications for External Candidates
- 2+ years previous experience in an Application Support role.
- 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.
- 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.
- Willingness to work in shifts and travel on demand.
- Proven track record in solving problems from a technical and business perspective.
- Knowledge of contract management systems or workflow systems is a strong plus.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success - Other
Employement Type: Full time
Contact Details:
Company: IcertisLocation(s): Pune
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Keyskills: Application Support Troubleshooting SQL Azure Cloud
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Icertis
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered v...
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