1. JOB IDENTIFICATION

APTEAN JOB TABLE:    

APTEAN JOB LEVEL:  B

APTEAN JOB TITLE:  Customer Support Engineer

REPORTS TO
Full line:  Abhishek Manjunath
Dotted line:

2. GENERAL JOB SUMMARY

Support engineer with 1-3 working experience in ERP modules, preferably Accounting / General Ledger and Payroll Modules

3. SCOPE

• Will be working in Night 7PM shifts (IST) in a support role.
• Handles customer issues from North America region.
• Should have prior experience in ERP – Finance and Payroll
• Should have knowledge of SQL
• Knowledge of Linux will be plus.

4. ORGANIZATION (Indicate the job positions reporting to this role)

Full line:

·       Job (# of positions): 1

Dotted line:

·       Job (# of positions):

5. PRINCIPAL DUTIES AND RESPONSIBILITIES

·       Maintain call records/logs and resolution details.

·       Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes of problems.

• Respond to customer support tickets, requests, inquiries, and complaints in a professional and timely manner.

·       Walk customers through the recommended problem-solving steps.

• Writes procedure and troubleshooting manuals for software and users.

• Updates and maintains technical documentation.

·       Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.

·       Use ticketing software to record change requests ensuring appropriate levels of details are included with each ticket, including clear description of issue and steps needed to resolve the issue.

• Other duties as assigned by Supervisor.

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:

Work Experience

Knowledge, Skills and Abilities

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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.