Senior Application Support Consultant
Icertis
Customer Service
United States
Posted on Aug 14, 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
As a Senior Application Support Consultant at Icertis, you will play a pivotal role in delivering top-tier support to our customers. Your focus will be on providing Level 2 troubleshooting for customer incidents, enhancing the technical and operational aspects of our customer relationships, and driving increased satisfaction and adoption of the Icertis platform. #LI-BP1
What you will do:
- Gain in-depth knowledge of the Icertis platform, including customer-specific configurations, customizations, and integrations.
- Collaborate with customers to address questions about Icertis product features and capabilities.
- Provide both on-site and off-site support, using your troubleshooting skills to resolve issues and offer effective workarounds.
- Prepare and deliver regular operational reviews, including weekly status updates and monthly/quarterly reports, focusing on trouble ticket progress.
- Adhere to CRM processes to efficiently manage and escalate customer requests.
- Create knowledge base articles to expedite troubleshooting and enhance issue resolution for both customers and internal teams.
- Offer technical guidance, mentorship, and support to team members.
What you will bring:
- Bachelor’s or Master’s degree in Computer Science, IT, Engineering, or a related field.
- 5+ years of experience in Application Support or troubleshooting roles.
- Strong analytical skills with expertise in SQL, scripting, and stored procedures.
- Excellent written and verbal communication skills in English.
- Active listening skills to understand customer needs and deliver on technical account management objectives.
- Ability to proactively drive issue resolution with a focus on coordination, follow-up, and closure.
- Familiarity with Windows Azure and Cloud Computing is a plus.
- Knowledge of customer support processes and the ability to adhere to established procedures.
- US citizenship is required due to federal contract requirements.
Our Commitments: Icertis is committed to:
● Icertians (employees) and their family's physical, mental and financial health and wellbeing
● Turbocharging Icertians careers
● Making a social and environmental impact in our communities
● Cultivation and advancing a culture of diversity, equity, inclusion and belonging (DEIB) within our company, customers, and
suppliers
● Generous holidays including the 4th of July week off – paid
● Free professional and leadership coaching
● Annual personal development allowance
What we offer:
● Robust medical (physical & mental vision and dental benefits
● Employee assistance program (EAP)
● Equity (RSUs) and shared ownership in the company
● Generous 401K match
● Flexible work environment
● Paid maternity and paternity leave
● Generous holiday and PTO program
● CaaS (coaching as a service)
● Annual personal development allowance
● 7 Days for Humanity – 7 paid volunteer days annually
● Global and regional DEIB steering committees, employee resource groups (ERGs)
● Global DEIB training programs and guest speakers throughout the year
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.