Responsibilities

- Understand how the ICI product works and how it is used by customers.

- 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 current changes by using functional skills on customer environments.

- Provide consultation on product features, review customer implementation and enhance the customer system for a better user experience.

- 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.

- 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

Qualifications





- 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.

📌 Lead Functional Consultant - Admin Services (Pune)
🏢 Icertis
📍 Pune