Functional Consultant, Customer Support (Func)

Job Description

Understand how the ICM product works and how it is used by customers. Work closely with customers to answer questions about the features and capabilities of our product. Specialize in resolving issues pertaining to customer specific configuration and third-party integration. Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills. Develop knowledge base articles to reduce troubleshooting time and drive faster issue resolution. Follow and contribute to defined CRM processes to manage customer requests efficiently. Requires collaboration with cross-functional teams. The role may involve travel to customer locations. 2+ year s previous experience in an Application Support role. Excellent troubleshooting skills with expertise in SQL, stored procedures, and networking knowledge. Knowledge of Windows Azure and Cloud Computing will be an added advantage. Deep understanding of customer support processes and CRM tools. Ability to follow defined processes. Outstanding written and verbal communication skills, presentation skills. Ability to coordinate, follow up, follow through and drive issues to closure proactively. 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. Willingness to work in shifts and travel on demand. Proven track record in solving problems from a technical and business perspective. Knowledge of contract management systems or workflow systems is a strong plus.