Location: USA (Remote)
Company: Icertis
Job details:
– Compensation: $75,000 – $105,000 per year (Salary offered will vary based on location, experience, training, skills, and abilities)
– Benefits:
– Robust medical (physical & mental), vision, and dental benefits
– Employee assistance program (EAP)
– Equity (RSUs) and shared ownership in the company
– Generous 401K match
– Flexible work environment
– Paid maternity and paternity leave
– Generous holiday and PTO program
– CaaS (coaching as a service)
– Annual personal development allowance
– 7 Days for Humanity – 7 paid volunteer days annually
– Global and regional DEIB (Diversity, Equity, Inclusion, and Belonging) steering committees, employee resource groups (ERGs)
– Global DEIB training programs and guest speakers throughout the year
– Schedules: Full-time
– Employment type: Full-time
– Remote work options: Yes
– Job duration: [Not specified]
– Work hours: [Not specified]
– Opportunities for advancement: Yes
– Training and development programs: Yes
Job Description/Overview:
Icertis is a leading contract lifecycle management (CLM) platform that turns contracts from static documents into strategic advantages. As a Senior Application Support Consultant, you will provide Level 2 support, troubleshooting, and enhancing customer relationships to drive satisfaction and platform adoption. You will gain in-depth knowledge of the Icertis platform, collaborate with customers, and deliver operational reviews.
Key Responsibilities:
– Gain in-depth knowledge of the Icertis platform, including customer-specific configurations and integrations.
– Collaborate with customers to address questions about Icertis product features and capabilities.
– Provide both on-site and off-site support, troubleshooting issues and offering effective workarounds.
– Prepare and deliver regular operational reviews, including weekly status updates and monthly/quarterly reports.
– Adhere to CRM processes to efficiently manage and escalate customer requests.
– Create knowledge base articles to enhance issue resolution.
– Offer technical guidance, mentorship, and support to team members.
Qualifications needed:
– Bachelor’s or Master’s degree in Computer Science, IT, Engineering, or a related field.
– 5+ years of experience in Application Support or troubleshooting roles.
– Strong analytical skills with expertise in SQL, scripting, and stored procedures.
– Excellent written and verbal communication skills in English.
– Active listening skills to understand customer needs.
– Ability to proactively drive issue resolution with a focus on coordination, follow-up, and closure.
– Familiarity with Windows Azure and Cloud Computing is a plus.
– Knowledge of customer support processes and the ability to adhere to established procedures.
– US citizenship is required due to federal contract requirements.
Experience:
– 5+ years in Application Support or similar roles.
Skills:
– SQL, scripting, stored procedures, CRM processes, Windows Azure (preferred), Cloud Computing (preferred).
How to Apply:
[Apply through the company’s career page or relevant job board]
Additional information:
Icertis is committed to diversity, equity, inclusion, and belonging (DEIB) and provides Equal Employment Opportunity to all employees and applicants. Icertis offers a range of benefits to support employees’ well-being, career growth, and work-life balance.
Who can apply:
Qualified individuals with relevant experience who meet the qualifications and are looking to contribute to a growing, innovative company.
Job link:
https://www.workingnomads.com/jobs/senior-application-support-consultant-icertis-457058
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