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.