Senior Customer Support Engineer

highly skilled and detail-oriented Senior Customer Support Engineer

Principal Duties and Responsibilities

• Provide

  high-quality customer support

  by resolving issues efficiently and adhering to SLAs.

• Manage and document customer cases

  , ensuring clear records of troubleshooting steps and resolutions.

• Collaborate with cross-functional teams

  and assist in handling escalations with urgency and accountability.
• Continuously enhance technical and functional

  expertise

  to improve self-reliance and reduce escalations.

• Monitor key support metrics

  (e.g., closed tickets, escalations, utilization) and provide actionable insights.

• Identify trends

  and contribute to process improvements that enhance support efficiency and customer satisfaction.
• Maintain a

  customer satisfaction score of more than 96%

  .
• Proactively monitor quality measurements (e.g., closed tickets, escalations, utilization, delivered services, etc.) for your region/area of responsibility.
• Maintain a robust

  Knowledge Base

  following all quality standards.
• Focus on Case Turnaround Time, Critical Case Resolution, and 48-hour Resolution %.
• Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
• Provide

  accurate and timely information

  to customers regarding products, services, and policies.
• Promote regular status updates/customer engagement and thorough documentation of customer problem information and recommendations using an incident tracking system.

Skills

• Strong domain understanding of ERP software

  , with mandatory knowledge of

  MS Dynamics - Business Central

  .
• Exposure to all core ERP modules (P2P - Procure to Pay, D2B - Design to Build, O2C - Order to Cash, R2R - Record to Report) in

  discrete/process manufacturing ERP

  .
• Good understanding of

  SQL, Windows Server Administration, and Troubleshooting

  .
• Ability to handle all ERP Modules and Integrations with add-on products.
• Good

  people management skills

  .
• Excellent

  verbal and written communication skills

  .
• Strong

  problem-solving and analytical skills

  .
• Ability to work on multiple issues and prioritize work according to business processes.
• Meets established targets for customer satisfaction and other support KPIs.

Qualifications

• Education:

  Bachelor's degree (Required). Master's degree (Preferred).

• Work Experience:

  4-8 years of experience in any discrete/process manufacturing ERP with exposure to all modules (P2P, D2B, O2C, R2R).

• Experience:

  Hands-on work experience in ERP product support both technical/functional (preferably process Manufacturing).