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Functional Consultant - Customer Support

Icertis

Icertis

Customer Service
Pune, Maharashtra, India
Posted on Wednesday, March 27, 2024
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
The customer support team is the first point of contact for Icertis customers for issue resolution on the Icertis CLM platform. They provide L1, L2, and L3 support to the customers with defined SLAs and customer satisfaction scores.

Responsibilities:

  • Understand how the product works and how it is used by customers.
  • Work closely with customers to answer questions about features and capabilities of our product Interact with customers on call to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
  • Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
  • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
  • Continue to upgrade own knowledge as per the new product version.

Skills and Qualifications:

  • 3+ years previous experience in an Application Support role.
  • Willingness to work in rotational 24/7 shifts.
  • Excellent database knowledge and 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.
  • Ability to follow the defined process to provide best solution to customer issues and get excellent customer satisfaction.
  • The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer’s problem.
  • Ability to work in team and help team achieve the organization goals along with individual milestones.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
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.