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Senior Functional Consultant- Customer Support @ Icertis

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 Senior Functional Consultant- Customer Support

Job Description

  • 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.
  • 5+ year s 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 , high level of commitment expected
  • 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 customer s 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.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Consulting
Role Category: Management Consulting
Role: Associate / Consultant
Employement Type: Full time

Contact Details:

Company: Icertis
Location(s): Pune

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Keyskills:   Cloud computing Application support Automation Networking Contract management Workflow Customer support Windows CRM SQL

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Icertis

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