Functional Consultant, Customer Support (Func)
- Icertis
- 2 - 5 years
- Pune
- 3 months ago
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Job Description
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:
- 2 to 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 customers problem.
- Ability to work in team and help team achieve the organization goals along with individual milestones.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Application Support SQL Azure L2 Support
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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