Want Job Alerts? Join UsAptean Off Campus Freshers Hiring Details:
About the Company: Aptean has years of experience delivering software for manufacturing and multi-channel retail. We understand the specific needs of different sectors and work hard with our customers to build good relationships. Aptean solutions come with a partnership with our dedicated team, who strive to ensure you get maximum return on your investment. Our software can be tailored, not just to your company, but also to your people.
Job Designation: Customer Support Analyst
Work Location: Madurai, Tamil Nadu
Educational Qualification & Eligibility Criteria:
Degree: BBA / M.com / M.sc
Year of Passing: 2022 & 2023 (Without no history of arrear/backlogs in academics)
Percentage: Above 65% in academics
Roles 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.
Skills and Requirements:
• Excellent analytical and investigative skills in terms of approaching a problem.
• 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).
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