Senior Associate

1 week ago

Madurai, India Aptean Full time
Senior Support Engineer

Aptean is looking for a quality-focused Senior Support Consultant to join our Support team and learn our business from the ground up. Direct interaction with the customer on phone and other medium to provide timely and quick resolution within defined SLA.

The person 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.
· Should adhere to department performance goals and production standards.
· Should be able to guide and mentor junior team members on product and process related activities.

Education (Indicate the minimum level of education necessary for this position. Bachelor’s in Computer Science)
Bachelor’s degree
☐ ☒ Master’s degree
☐ ☐ Work Experience
· 5 to 7 years of technical support experience.

Quick to learn product team operations, having an ERP background is an added advantage.
· Should have strong experience in technical support roles.
· Good logical skills, basic programming knowledge is an added advantage.
· 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.
· Strong understanding of case processing and ability to guide juniors in the team.
· Strong experience in direct customer engagement and customer escalations.

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