Lead Functional Consultant, Customer Support (L2)
- Icertis
- 8 - 11 years
- Pune
- 9 days ago
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Job Description
Role & responsibilities:
- 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.
Qualifications:
- 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: SQL Queries Troubleshooting SQL Team Leading Application Support Production Support
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Icertis
This is a manufacturing, Trading and Retail Sales Company.\r\nProducts: Door, Chokhat, Plywood, Board etc.
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