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Support Engineer

E-emphasys Technologies

E-emphasys Technologies

Customer Service
India
Posted on Thursday, May 30, 2024

About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

The opening is for ERP application technical support team lead that supports e-Emphasys ERP application on various versions across customer and its integration with internal applications including 3rd party systems. You will be responsible for leading a team of Technical Support Engineers ensuring issues are analyzed, responded to, and resolved on time. As a Team lead you will be responsible for making sure SLAs are adhered to and required coordination across other support team(s) and 3rd party vendors (if required).

Responsibilities

  • Managing day to day support services (issue assignment, tracking and supporting team in resolution) ensuring that all customer issues are prioritized and resolved on timely manner.
  • Enhance as required and Operationalize Standard Operational Procedures (SOP’s)
  • Resource scheduling / Roster preparation (aligning with other teams)
  • Guide / Mentor team in issue analysis.
  • Identify recurring technical support activities and proactively plan solutions to prevent issues requiring support.
  • Escalation points for application technical support and troubleshooting
  • Facilitate calls and escalated issues with Clients and other team(s)
  • Daily / Weekly / Monthly Reporting on KPI’s

Required Skills & Education

  • 4+ years of experience supporting ERP applications based (Preferred - Infor ERP LN, XI, Infor OS and other Infor supporting application stack) or any Dealer Management System
  • Working in rotational 24 X 7 shifts to cover support window across customers.
  • Multi-task with superior decision-making, excellent analytical and problem-solving skills: the ability to analyse and interpret logs quickly and efficiently.
  • Problem solving approach and identify opportunities for processes improvement.
  • Excellent verbal and written communication skills
  • Should be a good team player / Mentor.

VitalEdge is an Equal Opportunity Employer