Customer Support Consultant

6 months 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.

General Summary:

We are looking for a Customer Support consultant to join our team We’re looking to speak to tech savvy individuals who are eager to continue to progress with a career within ERP application Support, a keen interest in and genuinely enjoy solving difficult application issues.

The role entails supporting a Manufacturing ERP application with added customizations to suit each customer’s operational requirements. You will be interacting with large corporations using various tools to troubleshoot and resolve complex application issues. Managing customer expectations and foster positive business relationships with all customers.

With the demands and nature of the Manufacturing industry, this is the perfect role for an Application support who is able to handle working within a busy and fast-paced environment, and work under pressure where there are multiple critical incidents occurring.

Due to the nature of our product portfolio, you will gain exposure to multiple technologies and platforms and become a product expert.

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.

Primary Responsibilities

Troubleshoot the customer issue related to Various Module in an ERP application. Modules (Expertise on Single Module and understanding of other Modules) like Sales Module, Purchase Module, Production planning Module, Manufacturing Module and Distribution Module etc) Troubleshoot and identify causes of customer problems using a variety of internal tools. Take ownership of and follow-through with all priority customer incidents. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention. Clearly and concisely, document all customer interaction and all steps taken to resolve incidents. Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers. Participate in system and release testing and QA as needed. Determine when issues need to be escalated. Attend training sessions offered and use 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. Be flexible enough to empathize with the customer.

Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

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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