Lead Customer support Engineer

As a Team Lead Customer Support at Aptean in Madurai, you will play a crucial role in handling technical and process escalations from customers while driving support metrics through collaboration with other departments like R&D, professional services, and licensing team. Your responsibilities include managing team workload, setting work priorities, and acting as a Single Point of Contact for internal and external escalations. You will also be instrumental in 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 - Act as a Single Point of Contact for escalations - Drive operational excellence by implementing support best practices Qualifications Required: - Excellent analytical and investigative skills - Quick learner with an ERP background - Good business acumen - Strong communication and interpersonal skills - Experience in technical support roles - Ability to handle customer escalations - Familiarity with Cloud technology basics - High adaptability and ability to work under pressure If you are someone who is passionate about driving team results collaboratively, demonstrating strong technical support experience, and possessing the ability to remain flexible under changing schedules and demands, this role is perfect for you. Please note that this position will require working in US shifts without rotation. Aptean values diversity and believes in harnessing individual power to maximize success for customers, employees, and the company. Join us in celebrating our differences, growing together, and succeeding as a team. As a Team Lead Customer Support at Aptean in Madurai, you will play a crucial role in handling technical and process escalations from customers while driving support metrics through collaboration with other departments like R&D, professional services, and licensing team. Your responsibilities include managing team workload, setting work priorities, and acting as a Single Point of Contact for internal and external escalations. You will also be instrumental in 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 - Act as a Single Point of Contact for escalations - Drive operational excellence by implementing support best practices Qualifications Required: - Excellent analytical and investigative skills - Quick learner with an ERP background - Good business acumen - Strong communication and interpersonal skills - Experience in technical support roles - Ability to handle customer escalations - Familiarity with Cloud technology basics - High adaptability and ability to work under pressure If you are someone who is passionate about driving team results collaboratively, demonstrating strong technical support experience, and possessing the ability to remain flexible under changing schedules and demands, this role is perfect for you. Please note that this position will require working in US shifts without rotation. Aptean values diversity and believes in harnessing individual power to maximize success for customers, employees, and the company. Join us in celebrating our differences, growing together, and succeeding as a team.