Lead Functional Consultant, Admin Services

3 weeks ago

Pune, India Icertis Full time

About the role:

The admin services team is a specialized team within Icertis, for providing short implementation and/or configuration enhancement services to Icertis ICI customers. The team is responsible for delivering support services beyond L3 support which involves functional solutions and configurations on the ICI platform.

Responsibilities

  • Understand how the ICI product works and how it is used by customers.
  • Work closely with the customers (Global Customer Base) to answer questions about features and capabilities of our product, Interact with customers on/off-site to work on new product enhancements and configuration changes, implement new changes by using functional skills on customer environments.
  • Provide consultation on product features, review customer implementation and enhance the customer system for a better user experience.
  • Develop knowledgebase articles/training materials for both customer and internal staff to help them to become self-sufficient.
  • Provide technical & functional expertise, guidance, mentorship to team members.
  • Follow and contribute to defined CRM processes to manage customer requests efficiently.
  • Role may involve travel to customer locations.

Qualifications

  • 8 + years previous experience in an Application Support/Functional Consultant role.
  • Should have completed one full/partial implementation cycle on functional requirement from discovery to delivery of the requirement.
  • Willingness to work in rotational shifts.
  • Excellent communication and customer handling skills.
  • 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.
  • 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 requirements. Ability to provide innovative workarounds or design a solution to fix customers requirements.

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