Contract Lifecycle Management Support Specialist

4 weeks ago

Pune, Maharashtra, India Icertis Full time

Job Summary

As a Customer Support Expert for Icertis Platform, you will be the first point of contact for Icertis customers for issue resolution on the Icertis CLM platform. You will provide L1, L2, and L3 support to the customers with defined SLAs and customer satisfaction scores.

Responsibilities:

  • Understand how the Icertis CLM 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, and mentorship to team members. Participate in hiring processes.
  • Continue to upgrade your knowledge as per the new product version.

Requirements:

  • 3+ years of 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 the 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 a team and help the team achieve the organization's goals along with individual milestones.

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