Customer Support Lead

As a Lead Customer Support Engineer at Aptean, you will play a crucial role in handling technical and process escalations from customers. Your responsibilities will include driving support metrics through collaboration with various departments like R&D, professional services, and licensing team. Additionally, you will be responsible for managing team workload, setting work priorities, and serving as a Single Point of Contact (SPOC) for internal and external escalations. Your focus will be on driving operational excellence by implementing support best practices as per Aptean SOPs. Key Responsibilities: - Handle technical and process escalations from customers - Collaborate with other departments to drive support metrics - Manage team workload and set work priorities - Serve as a Single Point of Contact (SPOC) for escalations - Implement support best practices as per Aptean SOPs Qualifications Required: - Excellent analytical and investigative skills - Quick learner with an ERP background (added advantage) - Good business acumen - Strong communication and interpersonal skills - Experience in technical support roles - Ability to handle customer escalations - Familiarity with Cloud technology basics (added advantage) - High adaptability and ability to work under pressure If you are excited about working in US shifts and are ready to embrace diversity and grow together, Aptean is the place for you. Join us in transforming global businesses with our targeted ERP solutions and be a part of our success story.,