Senior Functional Consultant- Customer Support

• 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.

• 5+ year’s 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, high level of commitment expected
• 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. 
• Proven track record in solving problems from a technical and business perspective.
• Knowledge of contract management systems or workflow systems is a strong plus.  

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.