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Customer Support Specialist

1 month ago

Madurai, Tamil Nadu, India Aptean Full time

Aptean's Transformation

We're revolutionizing the world of enterprise software with our bespoke ERP solutions, empowering global businesses to thrive. As a Customer Support Specialist, you'll be at the forefront of this transformation, working with our cutting-edge technology to drive results.

Key Responsibilities

  • Troubleshoot complex application issues related to various ERP modules, including Sales, Purchase, Production Planning, Manufacturing, and Distribution.
  • Utilize internal tools to identify causes of customer problems and take ownership of incident resolution.
  • Provide clear explanations to customers throughout the incident resolution process, ensuring their staff fully understand the issue, its resolution, and means for prevention.
  • Document all customer interactions and steps taken to resolve incidents.
  • Collaborate with R&D to expedite incident resolution and ensure seamless delivery of support services to customers.
  • Participate in system and release testing and QA as needed.
  • Determine when issues need to be escalated.
  • Attend training sessions and utilize self-study tools; assist with peer training as needed.
  • Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • Create KB articles and documents to be published and shared both internally and with the customer base.
  • Contribute to the ongoing learning and success of your team and the company by sharing knowledge through mentorship, collaboration, and aiding in documentation.
  • Recommend improvements in Customer Solutions policies and procedures.
  • Understand the customer, their situation, and be able to tailor communications accordingly, empathizing with the customer.

Aptean is committed to promoting a company culture where diversity, equity, and inclusion are central. We strive to apply this principle in all interactions with customers, building teams, cultivating leaders, and shaping a company where any employee can succeed, regardless of race, color, sex, national origin, sexuality, and gender identity, religion, disability, or age.