Customer Support Engineer

3 weeks ago

madurai, India Aptean Full time

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.

1. GENERAL JOB SUMMARY

Support engineer with 1-3 working experience in ERP modules, preferably Accounting / General Ledger and Payroll Modules

2. SCOPE

Will be working in Night 7PM shifts (IST) in a support role. Handles customer issues from North America region. Should have prior experience in ERP – Finance and Payroll Should have knowledge of SQL Knowledge of Linux will be plus.

3. ORGANIZATION (Indicate the job positions reporting to this role)

Full line:

· Job (# of positions): 1

Dotted line:

· Job (# of positions): 1

4. PRINCIPAL DUTIES AND RESPONSIBILITIES

· Maintain call records/logs and resolution details.

· Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes of problems.

Respond to customer support tickets, requests, inquiries, and complaints in a professional and timely manner.

· Walk customers through the recommended problem-solving steps.

Writes procedure and troubleshooting manuals for software and users. Updates and maintains technical documentation.

· Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.

· Use ticketing software to record change requests ensuring appropriate levels of details are included with each ticket, including clear description of issue and steps needed to resolve the issue.

Other duties as assigned by Supervisor.

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

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