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Manager - Customer Support (Night Shift,10 PM - 7 AM IST)



Customer Service
Pune, Maharashtra, India
Posted on Tuesday, September 5, 2023
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
Who we are: 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


  • Coach and guide the team being available in the night shift (10 PM - 7 AM IST).
  • Get Ground level insights on the support tickets and take actions to improve the customer experience.
  • Help the team by clearing any roadblocks navingating through internal collaboration with other teams
  • Having a clear view on each team member's strenghts and training needs, and help them uplift their individual performance and the overall team performance.
  • Learn ICI Platform and be hands-on to help the Team deliver better customer experience.
  • Tracking the Support metrics (SLA, MTTR, TSAT, Ageing, etc) regularly and proactively working with team members in ensuring best customer experience.
  • Being up to date with ICI new releaes and features to guide team members and Customers in getting the best value of ICI features.
  • Analyze the tickets for patterns and come up with feature suggestions that can help customers.
  • Develop and use realtime dashboards in ticketing tool for Best In Class support performance.

Required Skills:

  • Attention to Detail - deep insights into the tickets and how they are handled
  • Data driven - Using data as the basis for any observations or improvement opportunities
  • Hands on - with the Product and the Support processes
  • Lead by example - ensuring to follow the processes and values
  • Communication - ability to communicate well internally as well as with Customers
  • Technical - fair understanding of the Cloud based SaaS framework
  • Coach - ability to guide and coach the team with regular feedback and KPIs
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