Functional Consultant, Customer Support

Role Overview: You will be responsible for understanding how the product works and how it is used by customers. Additionally, you will work closely with customers to answer questions about features and capabilities of the product. You will be required to interact with customers on calls to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills, and develop knowledge base articles for both customers and internal staff to reduce troubleshooting time and drive faster issue resolution. Furthermore, you will provide technical expertise, guidance, mentorship to team members, and participate in hiring processes. It is essential for you to continue upgrading your own knowledge as per the new product version. Key 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 the 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 and participate in hiring processes - Continue to upgrade own knowledge as per the new product version Qualifications: - 2 to 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 with the ability to follow defined processes - Outstanding written and verbal communication skills (Note: The additional details about the company mentioned in the job description have been omitted as per the instructions),