Job Description

As a Lead Functional Consultant, you will play a vital role in delivering exceptional customer support and driving the success of our products. Your expertise and leadership will be instrumental in resolving complex customer issues and ensuring a seamless support experience. With your strong database knowledge and customer-centric approach, you will be a key contributor to our team's success.

Responsibilities

Lead and mentor a team of functional consultants, providing guidance and support to ensure high-quality customer support.
Handle complex customer issues and provide timely, accurate, and effective solutions.
Collaborate with cross-functional teams to gather requirements, understand customer needs, and propose cutting-edge solutions.
Document and maintain knowledge base articles, ensuring accurate and up-to-date information for internal and external use.
Conduct training sessions and knowledge-sharing initiatives to enhance the skills of the support team.
Monitor and analyze customer feedback, identifying trends and areas for improvement.




Work closely with product management and development teams to prioritize and implement product enhancements.
Ensure compliance with company policies, procedures, and quality standards.
Stay updated with industry trends, best practices, and emerging technologies to enhance support strategies.

Qualifications

5–8 years of experience in a customer-facing role, preferably in functional consulting and troubleshooting.
4+ years of hands-on experience with SQL Server and relational databases.
Proficient with ticketing and support tools like ServiceNow, Zendesk, ServiceCloud etc.
Familiarity with SaaS environments and cloud-hosted application management.
Experienced in creating, maintaining, and updating Knowledge Base articles.
Ability to follow, interpret, and execute Standard Operating Procedures (SOPs).
Strong understanding of support metrics, including SLAs, MTTR, and TSAT.
Skilled in prioritizing tickets (Critic

📌 Senior Functional Consultant, Customer Support (Pune)
🏢 Icertis
📍 Pune