Senior customer support engineer

Aptean

5 - 7 years

12 - 14 Lacs

madurai

Posted:2 days ago| Platform:

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Skills Required

team operations erp interpersonal skills operational excellence analytical manager technology customer support licensing operations technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

He/She is responsible for handling technical and or process escalations from our customers.
He/She would be responsible to drive support metric via close collaboration with other departments like R&D, professional services, licensing team etc.
Person should have strong hands on in driving common support metrics and its challenges.
People management responsibilities include
- Managing team s workload.
- Setting work and training priorities.
- SPOC for any kind of internal and external escalation
Drive operational excellence via support best practices as per Aptean SOPs.

Skills and Requirements

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.

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