Job Description

Overview:
Job Title: Customer Support Engineer
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\xe2\x80\x99s no better time to advance your career at Aptean.

The Role:
We are looking for an Application Support Engineer to join our team! We\xe2\x80\x99re looking to speak to tech savvy individuals who are eager to continue to progress with a career within Technical Support, a keen interest in and genuinely enjoy solving difficult technical and application issues.
The role entails supporting a highly configurable Case Management application, active in the Financial, Health Care, Local Government and Retail Sector, with added integrations to suit customer\xe2\x80\x99s operational requirements, spanning across North America, Australia and the United Kingdom
We offer support to companies working in Customer Service, who expect an exceptional level of service. You will be interacting with enterprise scale customers and using your analytical skills to troubleshoot and resolve complex application issues.
It will be your responsibility to manage customer expectations, whilst establishing and maintaining positive business relationships. With the high demands and nature of the Customer Service industry, this is the perfect role for an Application Support Engineer looking to demonstrate both their technical as well as their interpersonal skill within a busy, challenging and fast-paced environment. Due to the nature of our product portfolio, you will gain exposure to multiple technologies and platforms and become a product expert.
Primary Responsibilities

• Troubleshoot customer incidents through investigation and replication.
• Take ownership of and follow through with all customer incidents.
• Conceptualise in-depth root cause documentation in an easily digestible manner, for all levels of technical capabilities.
• All customer interactions are to be documented to a high standard via our internal ticketing system
• Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Work with R&D to analyse software application functionality and suggest improvements.
• Establish root causes and escalate as required.
• Attend training sessions offered and use self-study tools; assist with peer training as needed.
• Update and maintain our Knowledgebase, accessible both internally and externally.
• Facilitate knowledge transfer through mentorship, collaboration, and workshops to further develop your team\xe2\x80\x99s success.
• Recommend improvements in Customer Solutions policies and procedures.
• Assist customers via tailored, jargon-free communication and use of empathy.
• Ensure that Customer Service is at the forefront of any customer interaction, both internally and externally.

Work Experience: IT-related Bachelors\xe2\x80\x99 degree. Experience working in a fast-paced environment, delivering comprehensive and detailed updates to multiple stakeholders. Strong analytical skills with working knowledge of T-SQL required. A minimum of 2 years of related experience in support.
Skills and Requirements

• Excellent verbal and written communication skills.
• Detail orientated.
• Strong analytical problem solving and decision-making skills and be ability 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.
• 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, promotes Knowledge Centred Support (KCS) methodology.
• Document customer problem information, recommendations, and resolution in a clear and concise manner.

Technical Knowledge

• Good understanding of SQL and Database Structures (OLAP/OLTP)
• Able to troubleshoot ETL. Monitor ETL processes, and production logs.
• Monitor the flow of ETL loading and update stakeholders on the completion status or failure.
• Windows Server (Application faults, logs, server monitoring)
• Exposure to coding and debugging would be an added advantage.
• Basic understanding of SaaS.
• Exposure to Web Applications and IIS
• Exposure to HTML, CSS, and JavaScript (preferred but not required)

This is an exceptional opportunity to join a fast-growing SaaS, successful and innovative company. Aptean allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness, and collaboration. If this sounds like the right next step for your career, apply online today!


Note : This position will require working in US, UK & Australian shifts


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.


\xe2\x80\x9cAt 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.\xe2\x80\x9d \xe2\x80\x93 TVN Reddy