PUNE · FULLTIME
Client Support Associate
Icertis
Pune · onsite · Posted 31d ago
Sourced from
Not disclosedFresherfulltimePune
About a minute. You'll make an account on the way through.
agent · working
- Read this posting0.8s
- Found the form on Foundit · 15 questions to answer1.1s
- Decided the answers for all of them2.1s
- Tailor your résumé to this role
- Waiting for you
Section · 01
About this role
Responsibilities
Job Description
Job Description
- Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions
- Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned
- Drive service level attainment to departmental standards
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
- Recognize and respond accordingly to systemic customer-impacting problems
- Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client
- Understand and follow company and departmental guidelines and policies for customer interaction
- Maintain and promote consistent behaviors and delivery across the team
- Manage case backlog to departmental standards
- Effectively use knowledge base, along with all resources available to drive resolution
- Thoroughly and accurately document details of all client interactions in CRM system
- Any bachelor's degree or equivalent
- Demonstrated relevant competency in the following areas – Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional and cooperative attitude
- Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
- Experience working in a SaaS environment
- Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Traceroute or Ping
- Familiarity with Splunk or other log analyzer tools
- Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
- Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
- Analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
Sourced from foundit
Section · 02
Skills
ICE Mortgage Technology softwareAdobe AcrobatMicrosoft Office ProductsCRM systemWindows Desktopclient-server architecturenetwork troubleshooting toolsTelnetPingtracerouteSaaS environmentWindows RegistrySplunklog analyzer tools
Section · Company
About Icertis
Icertis
Software Product
2.2k+
employees
2009
17 years old
Pune, Maharashtra
India
About
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM).
Industries
Software Product
Employee ratings
394 reviews
3.3/ 5
Culture
3.3
Career growth
2.7
Work-life
3.2
Employees rate it well for
Work Life Balance81Work Culture65Senior Management51Salary44Learning24
Find them on