Senior Functional Consultant, Customer Support

You will be responsible for understanding how the ICI product works and how customers utilize it. Working closely with customers to address inquiries regarding the product features and capabilities will be a key aspect of your role. You will specialize in resolving issues related to customer-specific configurations and third-party integrations. Interaction with customers, both on and off-site, will be required to troubleshoot problems and provide workarounds using your troubleshooting skills. It will also be essential to develop knowledge base articles to streamline troubleshooting processes and expedite issue resolution. By following and contributing to defined CRM processes, you will efficiently manage customer requests and collaborate with cross-functional teams. This role may entail travel to customer locations as needed. To qualify for this position, you should have at least 5 years of previous experience in an Application Support role. Excellent troubleshooting skills, particularly in SQL, stored procedures, and networking, are essential. Knowledge of Windows Azure and Cloud Computing would be advantageous. A deep understanding of customer support processes and CRM tools, along with the ability to follow defined processes, is required. Strong written and verbal communication skills, as well as presentation skills, are necessary. You should possess the ability to coordinate, follow up, follow through, and proactively drive issues to closure. Being a good listener and understanding customer issues will be crucial, along with providing innovative workarounds or designing solutions to address customer problems. Flexibility to work in shifts and travel on short notice is expected. A proven track record in solving technical and business problems is preferred. Additionally, familiarity with contract management systems or workflow systems would be a significant advantage. About Us: Icertis is the global leader in AI-powered contract intelligence. Our platform transforms contract management, empowering customers with valuable insights and automation to drive revenue growth, cost control, risk mitigation, and compliance adherence the cornerstones of business success. A significant number of Fortune 100 companies trust Icertis to optimize millions of commercial agreements across 90+ countries, ensuring the realization of the intended outcomes. About The Team: Icertis is the exclusive contract intelligence platform that companies rely on to stay ahead, both now and in the future. Our steadfast commitment to contract intelligence is rooted in our FORTE values Fairness, Openness, Respect, Teamwork, and Execution which govern all our engagements with employees, customers, partners, and stakeholders. In our pursuit to become the world's leading contract intelligence platform, we believe that the journey is just as important as the destination.,