Functional Consultant, Admin Services

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected] or get in touch with your recruiter.

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 new 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.
•  Role may involve travel to customer locations.
• This role requires working in shifts as per the project need (AMER or EMEA).

• 2+ years previous experience in an Application Support/Functional Consultant role.
•  Should have worked on full/partial implementation cycles on functional requirement from discovery to delivery of the requirement.
•  Willingness to work in rotational shifts.
•  Excellent communication and customer handling skills.
•  Good 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.