Job Title: Customer Support Analyst
Work Location: Bangalore
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.
Customer Success Analyst is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products. The role 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 the customer issue for Development level assistance or functional assistance or other assistance from other functions.
Is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation vetting using sound judgment and creative and innovative ways to solve problems. Reports to the Manager, CS for the assigned product area and will have frequent contacts with customers, peers, product managers, stakeholders and members of R&D.
PRINCIPLE DUTIES AND RESPONSIBILITIES
Hands on experience or Exposure to ERP modules/End User– Purchase order Processing/ Sales Order Processing/Finance/ Manufacturing/ Supply Chain Planning
Should be ready to work in night shifts and weekends.
Working experience in any ERP is added advantage.
Good understanding on functional processes, procedures and control standards for the Inventory and Manufacturing areas.
Highly emphatic person who focuses towards customer success, collaborate to provide early resolution to issues by providing the best solution & being a trusted advisor to our customers.
Ability to work on multiple issues and prioritize work accordingly to business processes.
Meets established targets for customer satisfaction, throughput and other key KPIs, regularly upskill, cross skill & promote knowledge sharing.
Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.
Exposure to SQL, Database, and SaaS and MS office tools (like Excel, Word).
Education: Bachelor’s/Master’s Degree in any Engineering (Manufacturing/Industrial Production/Computer Science will be added advantage)
Work Experience: 0-1 years of experience in ERP Application Product or Support on Distribution and Manufacturing areas such as Inventory, SOP, Sales, Manufacturing, Planning.
Skills and Abilities
Good personal computer and business solutions software skills
Ability to work independently and as part of a team
Excellent time management and organizational skills
Must have excellent verbal and written communication skills
Strong analytical problem solving and decision-making skills
Display strong work ethic and do whatever it takes to get the job done
“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