Lead Customer Support Engineer

As a Lead Customer Support Engineer at Aptean in Madurai, you will play a crucial role in handling technical and process escalations from customers. Your primary responsibilities will include: - Driving support metrics by collaborating closely with departments like R&D, professional services, and licensing team. - Demonstrating strong hands-on experience in driving common support metrics and overcoming challenges. - Managing team workload and setting work and training priorities. - Acting as a Single Point of Contact (SPOC) for internal and external escalations. - Promoting operational excellence through support best practices following Aptean SOPs. To excel in this role, you should possess the following skills and qualifications: - Excellent analytical and investigative skills to address problems effectively. - Quick comprehension of product team operations, preferably with an ERP background. - Strong business acumen and ability to articulate operational procedures clearly to customers. - Outstanding communication and interpersonal skills to drive team results collaboratively. - Extensive experience in technical support roles and handling customer escalations. - Proficiency in logical thinking, with basic programming knowledge considered advantageous. - Familiarity with Cloud technology basics will be beneficial. - High adaptability to work under pressure and flexibility to changing schedules and demands. Please note that this position requires working in US shifts without rotation. If you resonate with our values and are ready to contribute to our success, reach out to learn more about joining Aptean today. --- At Aptean, we value and celebrate our diverse employee base as our greatest asset. By embracing our differences, we can leverage individual strengths to enhance customer success, employee growth, and company achievements.,