Job Title : Customer Support Engineer 

Location : Madurai

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.

GENERAL JOB SUMMARY

Customer Success Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products.

Isolate and provide resolution to customer issues or qualify the customer issue for Development level assistance or functional assistance or other assistance from other functions.

Is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation vetting using sound judgment and creative and innovative ways to solve problems. Reports to the Manager, CS for the assigned product area and will have frequent contact with customers, peers, product managers, stakeholders and members of R&D.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Troubleshoot and identify causes of customer problems using a variety of internal tools.
• Take ownership of and follow-through with all priority customer incidents.
• Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
• Clearly and concisely, document all customer interaction and all steps taken to resolve incidents.
• Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Determine when issues need to be escalated.
• Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Create KB articles and documents to be published and shared both internally and with the customer base.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
• Recommend improvements in Customer Solutions policies and procedures.
• Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathize with the customer.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

JOB SPECIFICATIONS

Education

Bachelor’s/master’s degree in any IT related Engineering.

Work Experience:

IT related bachelor’s degree. Experience working with multiple stakeholders in problem-solving environment or support role in any ERP product lines.

Skills and Requirements

• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision-making skills and be able to collaborate with and contribute to a team environment.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Good knowledge in RDBMS (SQL or any)
• Strong ability to work on multiple issues in a fast-paced environment and should prioritize work accordingly to business processes.
• Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology.
• Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.

If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

Learn from our differences. Celebrate our diversity. Grow and succeed together.

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