Team Lead, Customer Support

4 months ago

Madurai, India Aptean Full time
Overview

JOB DESCRIPTION:

1. JOB IDENTIFICATION

APTEAN JOB TABLE: Team Lead

APTEAN JOB LEVEL: E

APTEAN JOB TITLE: Team Lead Customer Support

REPORTS TO
 Full line: Customer Support Manager
Dotted line:

2. GENERAL JOB SUMMARY

Provides leadership and clear direction to their teams on Customer Support policies, practices, processes and priorities to ensure quality support delivery. Manage customer expectations and foster positive business relationships with all customers.

Requires interface with customers and team members.

3. SCOPE

Leadership and Team Management:

Team Guidance: Direct and support team members.

Mentoring: Coach and develop team skills.

Conflict Resolution: Resolve team conflicts.

Performance Management: Conduct reviews and set goals.

Cross-Functional Collaboration: Coordinate with other teams

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

Full line:

· Job (# of positions): 1

Dotted line:

· Job (# of positions): 1

5. PRINCIPAL DUTIES AND RESPONSIBILITIES

Provides leadership and clear direction to their teams on Customer Support policies, practices, processes and priorities to ensure quality support delivery. Serves as the go-to person on their team for complex escalations. Show sense of urgency, create culture of accountability, efficiently collaborates with cross teams with one team mind set and drive quick resolution turnaround time Anticipates and plans for future human resources capacity based on customer input, business needs, and current team make up/skills & knowledge. Conducts ongoing reviews of teams current skills and knowledge set. Takes the appropriate actions to upskill the technical/functional skills and competency on the team to increase their level of self-reliance. As a result, there are demonstrated improvements (e.g. reduced number of escalations, increased throughput, etc.) Proactively monitors quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility. Provides authentic metrics reporting to their leader; knows what story the data is telling. Knows the appropriate actions to take to improve/enhance quality deliverables and then develops a detailed plan and executes on that plan, keeping their stakeholders engaged in the process. Hands on work experience in ERP product support – both technical/functional. Good understanding of SQL, Windows Server Administration and Troubleshooting. Good people management and excellent verbal and written communication skills. Must possess good problem solving and analytical skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Ability to handle difficult or sensitive situations with diplomacy and tact. Meets established targets for customer satisfaction and other support KPIs; also promote Knowledge Centered Support (KCS) methodology. Promote regular status updates/customer engagement, documentation customer problem information, recommendations, and resolution/prevention in a clear and concise manner-using incident tracking system. Communication Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

o Ensure a professional communication manner when in-person or on the phone at all times.

· Mentoring & Training

o Act as a coach and mentor for more junior personnel.

· Additional Duties

o Recommend improvements in Customer Support policies and procedures.

· Additional duties as assigned by management.

6. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor’s in Computer Science)

Required Preferred Degree/Certification

 ☒ ☐ Bachelor’s degree

 ☐ ☒ Master’s degree

 ☐ ☐ Ph.D.

 ☐ ☐ J.D. (law)

 ☐ ☐ Certification:

 ☐ ☐ Registration:

 ☐ ☐ Licensure:

 ☐ ☐ Other:

Work Experience : IT related Bachelor’s degree. Min 8-12 Years of work Experience on any Manufacturing ERP, with experience in handling the team.

Knowledge, Skills and Abilities

· Excellent verbal and written communication skills.

· Strong analytical problem solving and decision-making skills and be able to collaborate with and contribute to a team environment.

· Ability to work efficiently and independently and do whatever it takes to get the job done. · Strong ability to work on multiple issues in a fast-paced environment and should prioritize work accordingly to business processes.

· Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.

· Ability to handle difficult or sensitive situations with diplomacy and tact.

· Track record in providing outstanding customer service.

· Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.

· Technical Knowledge ·

· Mandatory- Good understanding on ERP functional processes flow and procedures.

· Basic understanding of SaaS.

Shift details:

This position is for 24x7 support (5days / week) and require working in core night shift

Required to work in shift: Yes/No

If Yes Shift Timing - Starts from 5 PM /7 PM/(Pm for 9 hours.)

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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