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Functional Consultant - Customer Support

Icertis

Icertis

Customer Service
Pune, Maharashtra, India
Posted on Tuesday, December 13, 2022
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

Responsibilities:

  • 2 to 4 years of previous experience in an Application Support role.
  • Willingness to work in rotational shifts.
  • Excellent troubleshooting skills with expertise in SQL & Stored Procedures.
  • Exposure to Windows Azure and Cloud Computing will be an added advantage.
  • Deep understanding of customer support processes and tools. Ability to follow defined processes.
  • Outstanding written and verbal communication skills.
  • The ability to coordinate, follow up, follow through and drive issues to closure proactively.
  • The 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.
  • Should have supported .Net applications in the past and should be aware of .net technology.
  • Prefer to have a .net development background in past
  • Should have Application troubleshooting skills.
  • Knowledge of SFDC, Workday, SAP Ariba, DocuSign, and Adobe Sign would help
  • Should be able to Articulate Technical issues and solutions to customer

Skills and Qualifications:

  • Good knowledge of Kibana logging analysis is preferred
  • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
  • Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant ICI Solutions.
  • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
  • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
  • Manages customer expectations and competing priorities.
  • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
  • Escalates issues and works directly with Engineering Groups to resolve complex support problems.
  • May work on customer support related projects as assigned.
  • Periodic weekend work will likely be required.
  • Good conceptual knowledge of SaaS Platforms such as, AWS, Azure etc.
  • Mentor others by providing information to other customer support analysts as necessary to support learning and problem solving.
  • Provide recommendation to higher management regarding the latest and innovative technology to optimize operation processes and customer support.
  • Basic understanding of Dashboard and analytics tool – PowerBI or Tableau is advantageous
  • Willingness to work in rotational shifts.
By submitting your application you acknowledge that you have read Icertis’s Privacy Policy (https://www.icertis.com/privacy-statement/)
Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.