Customer Support Engineer

Job Position Customer Success Analyst

Education B.E/B.Tech in Computer or Information Science

Job Description

Aptean is looking for a quality-focused Customer Success Analyst to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems.

About Aptean

Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 4,500 highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations.

Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.

Primary Responsibilities

• Customer Success Analyst is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.
• The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.
• Isolate and provide resolution to customer issues or qualify them for further assistance from R&D or other functions.
• Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.
• Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution.
• Should adhere to department performance goals and production standards.

Skills and Requirements

• Excellent analytical and investigative skills in terms of approaching a problem.
• Quick to learn product and its functionalities, having an ERP background is an added advantage.
• Good business acumen.
• Should be able to explain technical procedures clearly to the customers.
• Excellent communication and interpersonal skills. Should be able to drive customer connections along with R&D folks independently.
• Mandatory Technical skills include Writing TSQL queries, debugging SQL stored procedures, reading and understanding SQL profiler, familiarity with visual studio, good understanding of windows operating system and IIS (Internet Information Server).
• Good logical skills, basic programming knowledge is an added advantage.
• Should have excellent verbal and written communication skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.
• Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.
• 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.
• Proficient with Microsoft Office Suite (Excel, Outlook, Word).
• 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.

Note - This position will require working in US & UK shifts (24/7).

Do you really enjoy the interaction with people and find no problem answering even the most trivial question? Do you get a deep sense of satisfaction when solving technical/application problems or helping customers out in one way or another? Are you willing to be enabled and empowered to make a tangible impact on business and customer experience?

Then this is an exceptional opportunity to join a SAAS fast-growing, successful and innovative company. Aptean allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration.