Senior Functional Consultant - Customer Support (Night shift)
- Icertis
- 3 - 8 years
- Pune
- 6 months 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
- 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 ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Ticketing Azure Product Support Application Support sql ITIL
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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