Senior Functional Consultant - Customer Support

The responsibilities for this role include understanding how the ICM product works and how it is used by customers. You will work closely with customers to answer questions about the features and capabilities of the product. Specializing in resolving issues related to customer-specific configuration and third-party integration will be a key focus. You will interact with customers both on-site and off-site to troubleshoot issues and provide workarounds by leveraging your troubleshooting skills. Developing knowledge base articles to reduce troubleshooting time and drive faster issue resolution is also part of the role. It is essential to follow and contribute to defined CRM processes to manage customer requests efficiently, which will require collaboration with cross-functional teams. To qualify for this position, you should have at least 5 years of previous experience in an Application Support role. Excellent troubleshooting skills with expertise in SQL, stored procedures, and networking knowledge are necessary. Knowledge of Windows Azure and Cloud Computing will be an added advantage. A deep understanding of customer support processes and CRM tools, along with the ability to follow defined processes, is required. Outstanding written and verbal communication skills, presentation skills, and a high level of commitment are expected. You should possess the ability to coordinate, follow up, follow through, and drive issues to closure proactively. Being a good listener and understanding customer issues, as well as providing innovative workarounds or designing solutions to fix customer problems, are important aspects of the role. A proven track record in solving problems from both a technical and business perspective is desired. Knowledge of contract management systems or workflow systems is a strong plus. About Us: Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries. About The Team: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values - Fairness, Openness, Respect, Teamwork, and Execution - which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.,