About this role
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.