Senior Functional Consultant - Customer Support(9PM IST shift)

Responsibilities for External Candidates

• Understand how the ICM product works and how it is used by customers.
• Work closely with customers to answer questions about the features and capabilities of our product. 
• Specialize in resolving issues pertaining to customer specific configuration and third-party integration. 
• Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills. 
• Develop knowledge base articles to reduce troubleshooting time and drive faster issue resolution. 
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Requires collaboration with cross-functional teams.
• The role may involve travel to customer locations.

Qualifications for External Candidates

• 3+ years previous experience in an Application Support role. 
• Excellent troubleshooting skills with expertise in SQL, stored procedures, and networking knowledge.
• Knowledge of Windows Azure and Cloud Computing will be an added advantage. 
• Deep understanding of customer support processes and CRM tools. Ability to follow defined processes.
• Outstanding written and verbal communication skills, presentation skills.
• Ability to coordinate, follow up, follow through and drive issues to closure proactively.
• Ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer’s problem. 
• Willingness to work in shifts and travel on demand.
• Proven track record in solving problems from a technical and business perspective.
• Knowledge of contract management systems or workflow systems is a strong plus.  
• Should be open to work in night shift starting from 9PM IST