Lead Software Engineer - Customer Support (.Net)

Icertis; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Icertis is seeking an experienced Application Support/Functional Consultant to join our Global Customer Base. You will understand the ICI product, answer customer questions, and help implement changes in customer environments. You will develop knowledgebase articles and mentor team members to improve self-sufficiency.

The role requires excellent communication, willingness to work in rotational shifts, and travel to customer locations. Azure/Cloud exposure is an advantage.

Qualifications

• 8+ years of experience in an Application Support/Functional Consultant role.
• Completed one full/partial implementation cycle from discovery to delivery.
• Willingness to work in rotational shifts.
• Excellent communication and customer handling skills.
• Exposure to Windows Azure and Cloud Computing is advantageous.
• Deep understanding of customer support processes and tools.
• Ability to coordinate, follow up, and drive issues to closure.
• Good listener with capacity to design solutions for customer requirements.

Responsibilities

• Understand how the ICI product works and how it is used by customers.
• Work closely with customers to answer questions about features and capabilities.
• Interact with customers on/off-site to work on new product enhancements and configurations.
• Provide consultation on product features and review customer implementations.
• Develop knowledgebase articles/training materials for customers and staff.
• Provide technical & functional expertise and mentorship to team members.
• Follow defined CRM processes to manage customer requests efficiently.
• Role may involve travel to customer locations.

Skills

Customer handling

Azure Cloud

Communication

Problem solving

Shift rotation

Job description

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.
• Should be well versed with use of AI products
• Role may involve travel to customer locations

Qualifications

• 8 + years previous experience in an Application Support/Functional Consultant role.
• Should have completed one full/partial implementation cycle on functional requirement from discovery to delivery of the requirement.
• Willingness to work in rotational shifts.
• Excellent communication and customer handling skills.
• Exposure to Windows Azure and Cloud Computing will be an added advantage.
• Deep 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.

About Us

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.

About The Team

Who we a re: 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 [e-mail] or get in touch with your recruiter.