Lead Functional Consultant, Customer Support(L2)
Icertis
Customer Service
Pune, Maharashtra, India
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.
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
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 careers@icertis.com or get in touch with your recruiter.
Icertis Solutions Private Limited is seeking a Lead Functional Consultant to join our Customer Support - L2 team. The ideal candidate will have strong database knowledge, customer-centric skills, and be prepared to work in rotational US shifts (EST/PST) with a hybrid work model.
- Minimum 5 years to 8 years of experience in a customer-facing role, preferably in a functional consulting or support capacity.
- Strong database knowledge and experience working with relational databases.
- Excellent problem-solving and analytical skills, with the ability to think critically and provide innovative solutions.
- Proven leadership and mentoring skills, with the ability to guide and motivate a team.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proficiency in using support tools, ticketing systems, and knowledge management platforms.
- Familiarity with Agile methodologies and a customer-centric approach to product development.
- Willingness to work in rotational US shifts and adapt to a hybrid work model.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 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 innovative 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.