Customer support Engineer at Aptean - Germany

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

0.0

Posted On

30 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Investigative Skills, ERP Background, Communication Skills, Interpersonal Skills, TSQL Queries, SQL Stored Procedures, SQL Profiler, Visual Studio, Windows Operating System, IIS, Logical Skills, Programming Knowledge, Microsoft Office Suite, Cloud Technology, Adaptability

Industry

Software Development

Description

Overview 1. JOB IDENTIFICATION APTEAN JOB TABLE: APTEAN JOB LEVEL: B APTEAN JOB TITLE: Customer Support Engineer REPORTS TO Full line: Avinash babu Dotted line: 2. GENERAL JOB SUMMARY Aptean is looking for a quality-focused Customer Success Analyst to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems. 3. SCOPE Direct interaction with the customer on phone and other medium to provide timely and quick resolution within defined SLA. 4. PRINCIPAL DUTIES AND RESPONSIBILITIES Customer Success Analyst 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. Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution. Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution. Should adhere to department performance goals and production standards. 5. 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 · 2 to 5 years of technical support experience. Skills and Requirements Excellent analytical and investigative skills in terms of approaching a problem. Quick to learn product and its functionalities, having an ERP background is an added advantage. Good business acumen. Should be able to explain technical procedures clearly to the customers. Excellent communication and interpersonal skills. Should be able to drive customer connections along with R&D folks independently. Mandatory Technical skills include – Writing TSQL queries, debugging SQL stored procedures, reading and understanding SQL profiler, familiarity with visual studio, good understanding of windows operating system and IIS (Internet Information Server). Good logical skills, basic programming knowledge is an added advantage. Should have excellent verbal and written communication skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly. Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes. Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology. Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system. Proficient with Microsoft Office Suite (Excel, Outlook, Word). 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. Note - This position will require working in US & UK shifts (24/7). Do you really enjoy the interaction with people and find no problem answering even the most trivial question? Do you get a deep sense of satisfaction when solving technical/application problems or helping customers out in one way or another? Are you willing to be enabled and empowered to make a tangible impact on business and customer experience? Then this is an exceptional opportunity to join a SAAS fast-growing, successful and innovative company. Aptean allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration. 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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Responsibilities

The Customer Support Engineer is responsible for responding to and resolving customer problems via calls, emails, and remote access for Aptean products. This includes problem tracking, diagnosis, replication, troubleshooting, and resolution while adhering to performance goals.