Senior Functional Consultant, Customer Support(L2)

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.

• 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.