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Senior Functional Consultant - Customer Support (Night shift) @ Icertis

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 Senior Functional Consultant - Customer Support (Night shift)

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

  • 3+ 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.
  • Should be open to work in night shift starting from 5:30PM & 9PM IST

Job Classification

Industry: Software Product
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: Icertis
Location(s): Pune

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Icertis

This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.