Senior Customer Support

1. JOB IDENTIFICATION

APTEAN JOB LEVEL: C

APTEAN JOB TITLE: Senior Support Engineer

2. GENERAL JOB SUMMARY

Aptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems.

3. SCOPE

• Direct interaction with the customer on phone and other medium to provide timely and quick resolution within defined SLA.

4. PRINCIPAL DUTIES AND RESPONSIBILITIES

· The person is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.

· The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.

· Isolate and provide resolution to customer issues or qualify them for further assistance from R&D or other functions.

· Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.

· Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution.

· Should adhere to department performance goals and production standards.

· Should be able to guide and mentor junior team members on product and process related activities.

5. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor’s in Computer Science)

Required

☒ ☐ Bachelor’s degree

☐ ☒ Master’s degree

☐ ☐ Ph.D.

☐ ☐ J.D. (law)

☐ ☐ Certification:

☐ ☐ Registration:

☐ ☐ Licensure:

☐ ☐ Other:

Work Experience

· 5 to 7 years of technical support experience.

Knowledge, Skills and Abilities

· 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.

· Strong understanding of case processing and ability to guide juniors in the team.

· Strong experience in direct customer engagement and customer escalations.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.