Senior Functional Consultant, Customer Support(L2)

As a Lead Functional Consultant, you will play a vital role in delivering exceptional customer support and driving the success of our products. Your expertise and leadership will be instrumental in resolving complex customer issues and ensuring a seamless support experience. With your strong database knowledge and customer-centric approach, you will be a key contributor to our team's success.

• 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.

• 5–8 years of experience in a customer-facing role, preferably in functional consulting and troubleshooting.
• 4+ years of hands-on experience with SQL Server and relational databases.
• Proficient with ticketing and support tools like ServiceNow, Zendesk, ServiceCloud etc.
• Familiarity with SaaS environments and cloud-hosted application management.
• Experienced in creating, maintaining, and updating Knowledge Base articles.
• Ability to follow, interpret, and execute Standard Operating Procedures (SOPs).
• Strong understanding of support metrics, including SLAs, MTTR, and TSAT.
• Skilled in prioritizing tickets (Critical to Low) based on business impact and urgency.
• Proven ability to independently manage and resolve customer escalations.
• Exceptional communication, interpersonal, and relationship-building skills.
• 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.
• 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.
• ITIL Foundation Certification (Good to have)