SaaS Functional Consultant
Core
Provide functional application support, configuration, troubleshooting, and continuous improvement for customer-facing SaaS platforms like Zendesk, CRM, and CCaaS.
Role type
Functional Consultant (SaaS Support)
Builds
Stable and optimized SaaS environments for clients
Domain
SaaS / Customer Experience / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SaaS platform support, system configuration, incident management, troubleshooting, SLA management, client communication, process improvement
Preferred skills
Managed services experience, CCaaS/telephony knowledge, API/webhook familiarity, reporting analysis, ITIL/Agile methodologies
Technologies
Zendesk, Salesforce, ServiceNow, HubSpot, Freshworks
Responsibilities
Troubleshoot and resolve application incidents and service requests; Perform system configurations, workflow changes, and user administration; Manage incidents and service requests according to SLAs; Act as functional point of contact for client support requirements; Identify recurring issues and recommend process improvements; Create and maintain knowledge articles and troubleshooting guides
Seniority
Junior to Mid-level, hands-on IC
