Job Title- Manager, Customer support

Location- Bangalore

Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

Role: Manager, Customer Support

Skill- MS Dynamic NAV/Business Central

Employment Type: Full-Time

Location: Bengaluru

Timing: Evening Shift (US)

Reports To: Director, Customer Support

Overview

We are seeking an experienced and dynamic Customer Support Manager, who will be responsible for leading and overseeing the customer support team, ensuring excellent service delivery to our valued clients. Your primary goal will be to maintain high levels of customer satisfaction, resolve issues promptly, and drive continuous improvement in the support process.

Key Responsibilities

Team Management:

• Oversee and manage a team of Customer support representatives.
• Conduct regular performance reviews, offer feedback, and provide coaching to improve skills and enhance team performance.
• Organize training sessions for new hires and continuous training for existing team members.

Customer Satisfaction:

• Ensure timely and accurate resolution of customer queries and issues related to our F&B ERP products ( based on Dynamics Business Central).
• Monitor and measure customer satisfaction metrics and implement strategies to improve them.
• Handle escalated issues and complaints, ensuring they are addressed promptly and efficiently.

Operational Efficiency:

• Establish and implement support processes and procedures to ensure consistent and high-quality service delivery.
• Monitor ticket volumes, response times, and resolution times to ensure targets are met or exceeded.
• Collaborate with the product and development teams to share customer feedback and insights, facilitating product improvements.

Reporting & Analysis:

• Generate and review reports on support team performance, customer satisfaction, and other relevant metrics.
• Identify areas for improvement and implement strategies to optimize support operations.
• Stakeholder Communication:
• Collaborate with sales, product, and other departments to ensure seamless customer experiences.
• Provide regular updates to senior management about support operations, challenges, and progress.

Continuous Learning:

• Stay updated on the latest features, updates, and best practices related to Dynamics Business Central.
• Encourage the team to remain updated on product changes, industry news, and customer feedback trends.

Qualifications and Requirements

• 10+ years of proven experience in similar role
• Experience in customer support, with experience in a leadership or managerial role.
• Strong knowledge of Dynamics Business Central and its functionalities.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.

“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy