Responsibilities:

1. Understand the functional workflow of the product and how it is used by customers.
2. Work closely with customers to answer questions about features and capabilities of our product Interact with customers on call to analyze complex issues, provide workarounds by leveraging your troubleshooting skills.
3. Collaborate with cross-functional teams to gather requirements, understand customer needs, and propose innovative solutions.
4. Document and maintain knowledge base articles, ensuring accurate and up-to-date information for internal and external use.
5. Ensure compliance with company policies, procedures, and quality standards.
6. Provide technical expertise, guidance, and mentorship to team members. Participate in hiring processes.
7. Continue to upgrade own knowledge as per the recent product version and stay updated with industry trends, best practices, and emerging technologies to enhance support strategies.

Skills and Qualifications:

1. 4 to 7 years of experience in a customer-facing application support or functional consulting role, focusing on troubleshooting.
2. Willingness to work in rotational 24/7 shifts.




3. Expertise in SQL Server and relational databases, with extensive hands-on experience in writing complex queries.
4. Proficient with ticketing and support tools like ServiceNow, Zendesk, ServiceCloud etc.
5. Familiarity with SaaS environments (on Azure or AWS) and cloud-hosted application management.
6. Ability to follow, interpret, and execute Standard Operating Procedures (SOPs).
7. Strong understanding of support metrics, including SLAs, MTTR, and TSAT.
8. Skilled in prioritizing tickets (Critical to Low) based on business impact and urgency.
9. Outstanding written and verbal communication skills.
10. Ability to coordinate, follow up, follow through and drive issues to closure proactively.
11. Ability to follow the defined process to provide best solutions to customer issues and get excellent customer satisfaction.
12. Bachelor’s degree in computer science, Information Technology, or a related field.
13. ITIL Foundation Certification (Good to have)

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