Senior Software Engineer - Pune, India - Icertis
Description
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what's possible with contract lifecycle management (CLM).The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs.
Today, the world's most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 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 destinationThe Icertis Customer Support team is responsible for driving the effectiveness and efficiency supporting our customers.
The Customer support team is responsible for addressing the customer concerns, answer customer questions and provide information about the company's products and services, assist them with their needs when they report problems or product defects , code review and defect and offer Root cause analysis with the defect are responsible for the Key Customer Support KPIs such as, Time To Resolve, Customer Support Satisfaction Score, SLAs, Customer Account Health, NPS etc.
Responsibilities:
Understand how the product works and how it is used by customers.
Work closely with customers to answer questions about features and capabilities of our product Interact with customers on/off-site to troubleshoot issues.
Develop knowledgebase articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.Follow and contribute to defined CRM processes to manage customer requests efficiently.
Provide technical expertise, guidance, mentorship to team members.
The ability to coordinate, follow up, follow through and drive issues to closure proactively.
Should be able to Articulate Technical issues and solutions to customerProvides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.Manages customer expectations and competing priorities.
Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
Escalate issues and works directly with Engineering Groups to resolve complex support problems.
Periodic weekend work will likely be required.
Willingness to work in rotational shifts.
Skills and Qualifications:
3+ years of previous experience in an Application Support role.3+ year's previous experience in an Application Development/ Sustenance engineering role.