Lead Functional Consultant, Customer Support(L2) Full Time NEW

Workplace

Hybrid/Club

Job Shift: Rotational

Job Description

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.

Responsibilities

• 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.

Qualifications

• Minimum 5 years to 8 years of experience in a customer-facing role, preferably in a functional consulting or support capacity.
• Strong database knowledge and experience working with relational databases.
• 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.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proficiency in using support tools, ticketing systems, and knowledge management platforms.
• Familiarity with Agile methodologies and a customer-centric approach to product development.
• 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.