Senior Customer Support Engineer

Overview 1. JOB IDENTIFICATION APTEAN JOB TABLE: Customer Support COE APTEAN JOB LEVEL: Level - C APTEAN JOB TITLE: Sr. Customer Support Engineer REPORTS TO CXT Manager 2. GENERAL JOB SUMMARY 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. 3. SCOPE Knowledge: 4 - 8 years of Experience in any discrete/ Process Manufacturing ERP with exposure to all Modules(P2P, D2B, O2C, R2R) MS Dynamics - Business Central knowledge Mandatory Good understanding of SQL, Windows Server Administration and Troubleshooting. Good people management and excellent verbal and written communication skills. 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. Must possess good problem-solving and analytical skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Meets established targets for customer satisfaction and other support KPIs Promote regular status updates/customer engagement, documentation of customer problem information, recommendations using an incident tracking system. 4. ORGANIZATION (Indicate the job positions reporting to this role) Full line: Job (# of positions): Dotted line: Job (# of positions): 5. PRINCIPAL DUTIES AND RESPONSIBILITIES Maintain Customer satisfaction score more than 96% Proactively monitors quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility Maintain good Knowledge base with all quality standard followed. Case Turnaround time, Critical case Resolution ,48 hr Resolution % 6. 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 Preferred Degree/Certification Bachelor s degree Master s degree Ph.D. J.D. (law) Certification: Registration: Licensure: Other: Required to work in shift: Yes If Yes Shift Timing: 7 PM to 4 AM IST Work Experience 4-8 years of Experience in any Manufacturing ERP with exposure to all Modules(P2P, D2B, O2C, R2R) Knowledge, Skills and Abilities Hands on work experience in ERP product support - both technical/functional (preferably process Manufacturing) Should be able to handle all ERP Modules and Integrations with add on products. MS Dynamics - Business Central knowledge Mandatory 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.