Senior Functional Consultant – Customer Support

Senior Functional Consultant – Customer Support Job Description Template

Our company is looking for a Senior Functional Consultant – Customer Support to join our team.


  • Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills;
  • Develop knowledge base articles for both customer and internal team to reduce troubleshooting time and drive faster issue resolution;
  • Role may involve travel to customer locations;
  • Work closely with customers to answer questions about the features and capabilities of our product;
  • Follow and contribute to defined CRM processes to manage customer requests efficiently;
  • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes;
  • Understand how the ICM product works and how it is used by customers;
  • Requires collaboration with cross-functional teams.


  • Excellent troubleshooting skills with expertise in SQL, stored procedures and networking knowledge;
  • Ability to coordinate, follow up, follow through and drive issues to closure proactively;
  • Knowledge of contract management systems or workflow systems is a strong plus;
  • Education: Science or Engineering graduate;
  • Deep understanding of customer support processes and CRM tools. Ability to follow defined processes;
  • Proven track record in solving problems from a technical and business perspective;
  • Willingness to work in shifts and travel on demand;
  • Knowledge of Windows Azure and Cloud Computing will be an added advantage;
  • Outstanding written and verbal communication skills, presentation skills and experience presenting;
  • 7+ year’s previous experience in an Application Support role.