Lead Functional Consultant, Admin Services

Role overview

Lead Functional Consultant, Admin Services at Icertis

Responsibilities

• Work closely with the customers (Global Customer Base) to answer questions about features and capabilities of our product, Interact with customers on/off-site to work on new product enhancements and configuration changes, implement new changes by using functional skills on customer environments.
• Develop knowledgebase articles/training materials for both customer and internal staff to help them to become self-sufficient.
• Provide technical & functional expertise, guidance, mentorship to team members.

Required qualifications

• Minimum qualification: 8 + years previous experience in an Application Support/Functional Consultant role. Should have completed one full/partial implementation cycle on functional requirement from discovery to delivery of the requirement. Willingness to work in rotational shifts. Excellent communication and customer handling skills. 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. The ability to coordinate, follow up, follow through and drive issues to closure proactively. The ability to be a good listener, and to understand customer requirements. Ability to provide innovative workarounds or design a solution to fix customers requirements.

Employment details

• Location: Pune [Maharashtra] [India]

About the employer

• The IROS services team is a specialized team within Icertis, for providing short implementation and/or configuration enhancement services to Icertis ICI customers.

Additional role details

• The team is responsible for delivering support services beyond L3 support which involves functional solutions and configurations on the ICI platform.
• Understand how the ICI product works and how it is used by customers.
• Provide consultation on product features, review customer implementation and enhance the customer system for a better user experience.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Should be well versed with use of AI products Role may involve travel to customer locations