Contract Intelligence Support Specialist

3 weeks ago


Pune, Maharashtra, India Icertis Full time
Customer Support Team Overview

Our team is responsible for driving the effectiveness and efficiency of supporting our customers. We address customer concerns, answer customer questions, and provide information about the company's products and services, assist them with their needs when they report problems or product defects, and offer root cause analysis with the defect. We are responsible for key customer support KPIs such as Time To Resolve, Customer Support Satisfaction Score, SLAs, Customer Account Health, and NPS.

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/off-site to troubleshoot issues.
• Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Provide technical expertise, guidance, mentorship to team members.
• 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.
• Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
• 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.
• Escalate issues and works directly with Engineering Groups to resolve complex support problems.

Requirements

• 2+ years of previous experience in an Application Support role.
• 2+ year's previous experience in an Application Development/ Sustenance engineering role.
• Development and troubleshooting skills on the Microsoft platform, with expertise in C

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