Customer Support Engineer Job Vacancy in Aptean Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : Aptean
Location : Bengaluru, Karnataka
Position :

Job Description : Overview:

Customer Solutions Engineer
General Job Summary:
Provide technical support to Aptean customers. Researches and resolves problems and issues, in conjunction with Software environments. Requires interface with other team members and customers.
Duties and Responsibilities
Incident Resolution
Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
Take ownership of and follow-through with all priority customer incidents.
Observe trends with technical issues and recommend improvements to design, documentation or implementation.
Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
Determine when issues need to be escalated.
Set severity levels with customers.
Knowledge Management
Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
Develop expertise within product area.
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.
Attend training sessions offered and assist with peer training as needed.
Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
Communication
Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
Ensure professional telephone manner at all times.
Additional Duties
May be required to assist with incident assignment duties.
Participate in team projects.
Participates in system and release testing and QA as needed.
Manage assigned Projects effectively (workload management).
Recommend improvements in Support policies and procedures.
Create software and document enhancement requests.
Additional duties as assigned by management.
May be required to work outside office hours
Skills and Abilities
Strong understanding of relational database concepts and architecture. E.g. working knowledge of MSSQL sufficient for querying using:
SELECT/UPDATE/INSERT/DELETE statements
Joins (Left, Inner) and Cross Apply statements across multiple tables/functions
Stored Procedures
Transactions
Understanding of IIS and website administration
Excellent time management and organizational skills, requiring minimal supervision.
Excellent verbal and written communication skills.
Strong analytical problem solving and decision making skills.
Ability to work efficiently and independently and do whatever it takes to get the job done.
Ability to handle difficult or sensitive situations with diplomacy and tact.
Track record in providing outstanding customer service.
Experience using customer relationship management software e.g. Salesforce
Work Experience
Typically requires a minimum of two years of related experience with a Bachelor’s degree; or one year and a Master’s degree; or a PhD without experience; or equivalent work experience. Supply chain management, distribution or warehouse management experience an advantage.
If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!
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.
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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