Customer Support Lead

Job Title: Lead Customer Support Engineer

Location: Madurai

Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Primary Responsibilities

• Lead is responsible for handling technical and or process escalations from our customers.
• He/She would be responsible to drive support metric via close collaboration with other departments like R&D, professional services, licensing team etc.
• Person should have strong hands on in driving common support metrics and its challenges.
• People management responsibilities include
• Managing team’s workload.
• Setting work and training priorities.
• SPOC for any kind of internal and external escalation
• Drive operational excellence via support best practices as per Aptean SOPs.

Skills and Requirements

• Excellent analytical and investigative skills in terms of approaching a problem.
• Quick to learn product team operations, having an ERP background is an added advantage.
• Good business acumen.
• Should be able to explain operational procedures clearly to the customers.
• Excellent communication and interpersonal skills. Should be able to drive team results collaboratively.
• Should have strong experience in technical support roles.
• Good logical skills, basic programming knowledge is an added advantage.
• Should have successfully handled customer escalations in the past.
• Familiarity with Cloud technology basics is an added advantage.
• Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.

Note

Learn from our differences. Celebrate our diversity. Grow and succeed together.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.”