Lead Functional Consultant, Customer Support(L2)
- Icertis
- 5 - 8 years
- Pune
- 16 hours ago
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Job Description
Icertis Solutions Private Limited is seeking a Lead Functional Consultant to join our Customer Support - L2 team. The ideal candidate will have strong database knowledge, customer-centric skills, and be prepared to work in rotational US shifts (EST/PST) with a hybrid work model.
- Lead and mentor a team of functional consultants, providing guidance and support to ensure high-quality customer support.
- Handle complex customer issues and provide timely, accurate, and effective solutions.
- Collaborate with cross-functional teams to gather requirements, understand customer needs, and propose innovative solutions.
- Document and maintain knowledge base articles, ensuring accurate and up-to-date information for internal and external use.
- Conduct training sessions and knowledge-sharing initiatives to enhance the skills of the support team.
- Monitor and analyze customer feedback, identifying trends and areas for improvement.
- Work closely with product management and development teams to prioritize and implement product enhancements.
- Ensure compliance with company policies, procedures, and quality standards.
- Stay updated with industry trends, best practices, and emerging technologies to enhance support strategies.
- Minimum 5 years to 8 years of experience in a customer-facing role, preferably in a functional consulting or support capacity.
- Strong database knowledge and experience working with relational databases.
- Excellent problem-solving and analytical skills, with the ability to think critically and provide innovative solutions.
- Proven leadership and mentoring skills, with the ability to guide and motivate a team.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proficiency in using support tools, ticketing systems, and knowledge management platforms.
- Familiarity with Agile methodologies and a customer-centric approach to product development.
- Willingness to work in rotational US shifts and adapt to a hybrid work model.
- Bachelors degree in Computer Science, Information Technology, or a related field.
As a Lead Functional Consultant, you will play a vital role in delivering exceptional customer support and driving the success of our products. Your expertise and leadership will be instrumental in resolving complex customer issues and ensuring a seamless support experience. With your strong database knowledge and customer-centric approach, you will be a key contributor to our teams success.
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: Management ConsultingRole: Associate / ConsultantEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Computer science Product management Ticketing Automation Interpersonal skills Contract management Consulting Agile Customer support Information technology
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