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Senior Functional Consultant, Customer Support (Func)

Icertis

Icertis

Customer Service
Pune, Maharashtra, India
Posted on Jan 9, 2025

Job Info

  • Job Identification 6329
  • Job Category Customer Support
  • Posting Date 10/24/2024, 09:47 AM
  • Degree Level Bachelor's Degree
  • Job Schedule Full time
  • Job Shift Evening Shift
  • Locations Pune Office

Responsibilities

  • Troubleshoot and resolve customer issues with respect to 3rd party integrations like Adobe, DocuSign, SFDC, SAP, Workday with contract lifecycle management (CLM) product
  • Understand how the ICM product works and how it is used by customers.
  • Interact with customers to troubleshoot issues, provide workarounds by leveraging your software development skills.
  • Develop knowledge base articles to reduce troubleshooting time and drive faster issue resolution.
  • Provide technical expertise, guidance, mentorship to team members.
  • Follow and contribute to defined CRM processes to manage customer requests efficiently.
  • Test hot fixes, patches and upgrade deployment support in production and staging environments.
  • Define and track bugs for Development and offer innovative ideas to improve product quality.
  • Work practicing agile methodologies, follow best coding practices and ensure quality & timely delivery.
  • Role may involve travel to customer locations.

Qualifications

  • 5+ year’s previous experience in Application Development, Support or sustaining engineering role.
  • Development and troubleshooting skills on the Microsoft platform, with expertise in C#, ASP.NET, MVC, SQL, Stored Procedures and JavaScript.
  • 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.
  • Outstanding written and verbal communication skills, presentation skills.
  • The ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix customer’s problem.
  • Willingness to work in shifts and travel on demand.
  • Proven track record in solving problems from a technical and business perspective.
  • Experience with electronic signature process, SAP Ariba, SFDC, Workday, CRM integration with contract management systems is a plus.
  • Knowledge of contract management systems or workflow systems is a strong plus.
  • Minimum Education: Science or Engineering graduate

Required Skills

Collaboartion with internal team and customer team Integration Integration issue troubleshooting and resolution

About Us

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.

About the Team

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.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.