Team Lead,customer Support

3 days ago

Madurai, India Aptean Full time

Job Description Aptean is looking for a motivated and experienced Team Lead, Customer Support, to join our dynamic team. In this role, you'll be the first level of escalation for complex ERP support queries, guiding and coaching a team of young engineers, particularly in financial modules. If you have a strong understanding of ERP software, excellent communication skills, and a customer-first attitude, you'll be instrumental in ensuring timely resolutions and maintaining high customer satisfaction in a 24x7 support environment. Key Responsibilities - Act as the first-level escalation point for the team in resolving complex ERP support queries. - Guide and coach a team of young engineers handling ERP support tickets, specifically focusing on financial modules. - Monitor ticket queues to ensure timely response and resolution within established SLAs. - Perform root cause analysis of recurring issues and contribute to comprehensive knowledge base documentation. - Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and effective bug tracking. - Ensure adherence to standard processes and encourage best practices across the team. - Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and balanced workload. - Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives. - Train new team members on product features, tools, support etiquette, and escalation handling. Skills Required ERP & Functional Knowledge: - Strong domain understanding of ERP software, especially Finance modules (GL, AR, AP, FA, Costing). - Good exposure to process manufacturing workflows and their impact on finance functions. - Hands-on troubleshooting of ERP issues and understanding of financial business processes. Technical Skills: - Working knowledge of SQL for data checks, validations, and debugging. - Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk, Salesforce Service Cloud). - Ability to read and interpret logs or workflow errors and suggest functional/technical fixes. - Basic to Intermediate understanding of ERP Configuration. - Basic to Intermediate knowledge of Azure Cloud (Monitoring, Infra Awareness). Team Lead & Communication Skills: - Experience leading or mentoring a small team of support engineers. - Strong communication and collaboration skills to work with young team members and cross-functional stakeholders. - Ability to explain complex issues in simple terms to customers and team members alike. - Organized and dependable in roster planning, shift handovers, and priority case management. - Proficient in written and verbal communication. - Ability to handle conflict resolution and quality review of tickets/KB articles. Soft Skills & Mindset: - Customer-first attitude and calm under pressure during critical issue handling. - Natural coach and motivator who can guide junior engineers to grow and take ownership. - High sense of accountability and reliability in a 24x7 support ecosystem. - Strong customer obsession, ownership, adaptability to shift work, and a continuous improvement mindset. Preferred Qualifications - Experience: 6-9 years of total experience in ERP product support, with at least 12 years in a lead/mentorship role. - Education: Bachelor's degree in Finance, IT, Computer Science, or a related field. - Familiarity with process manufacturing ERP platforms (SAP, Oracle, Infor, Microsoft Dynamics, etc.). - ITIL Foundation or equivalent exposure to structured support practices (optional but preferred).

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