Aptean is one of the world's leading providers of industry-specific software that enables manufacturers and distributors to run and grow their businesses more effectively. Aptean's products, services, and unrivaled expertise enable businesses of all sizes to be Ready for What's Next, Now, with cloud and on-premise deployment options. Aptean is based in Alpharetta, Georgia, and has offices throughout North America, Europe, and Asia-Pacific. Visit www.aptean.com to learn more about Aptean and the markets we serve.

Source: safalta.com

Company Name: Aptean

Company Website: Aptean

Post: Customer Support Analyst

Degree Needed: B.E/B.Tech/M.E/M.Tech/M.Sc/MCA

Passout Year: 2020/2021/2022

Job Location: Bangalore/Madurai

Experience Level: 0-2 years

Requirements:

• Excellent analytical and investigative skills in terms of approaching a problem.
• Quick to learn products and their 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, and a good understanding of the Windows operating system and IIS (Internet Information Server).
• Good logical skills and basic programming knowledge is an added advantages.
• 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, and promotes Knowledge-Centered Support (KCS) methodology.
• Document customer problem information, recommendations, and resolution in a clear and concise manner using the 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.

Responsibilities:

• Customer Success Analysts are in charge of responding to and resolving customer issues for Aptean products via phone calls, emails, and remote access.
• Aptean product support focuses on in-depth problem analysis and integration into enterprise-wide mixed environments.
• Isolate and resolve customer issues, or qualify them for further assistance from R&D or other departments.
• Problem tracking, diagnosis, replication, troubleshooting, and resolution are all responsibilities.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, and that commitments are followed through on consistently.