- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Enterprise
- Post Date: 09/17/2024
- Website: icertis.com
- Company Address: 14711 NE 29th Place, Suite 100, Bellevue, WA 98007, US
- Salary Range: $50,000 - $150,000
About Icertis
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success.Job Description
- Gain in-depth knowledge of the Icertis platform, including customer-specific configurations, customizations, and integrations.
- Collaborate with customers to address questions about Icertis product features and capabilities.
- Provide both on-site and off-site support, using your troubleshooting skills to resolve issues and offer effective workarounds.
- Prepare and deliver regular operational reviews, including weekly status updates and monthly/quarterly reports, focusing on trouble ticket progress.
- Adhere to CRM processes to efficiently manage and escalate customer requests.
- Create knowledge base articles to expedite troubleshooting and enhance issue resolution for both customers and internal teams.
- Offer technical guidance, mentorship, and support to team members.
Qualifications
- 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 and deliver on technical account management objectives.
- 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.
About Us
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.
About the Team
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.