Customer Support Lead

Job Description

As a Lead Customer Support Engineer at Aptean in Madurai, you will play a crucial role in handling technical and process escalations from customers. Your responsibilities will include driving support metrics by closely collaborating with other departments such as R&D, professional services, and licensing teams. Additionally, you will be responsible for managing team workload, setting work and training priorities, serving as a point of contact for internal and external escalations, and promoting operational excellence through support best practices as per Aptean SOPs.

Key Responsibilities:
- Handle technical and process escalations from customers
- Drive support metrics in collaboration with other departments
- Manage team workload and set work/training priorities
- Serve as a point of contact for internal and external escalations
- Promote operational excellence through support best practices

Qualifications Required:
- Excellent analytical and investigative skills
- Quick learner with an ERP background
- Good business acumen
- Strong communication and interpersonal skills
- Experience in technical support roles
- Logical thinking with basic programming knowledge
- Ability to handle customer escalations effectively
- Familiarity with Cloud technology basics
- High adaptability and ability to work under pressure in US shifts

If you are passionate about embracing and celebrating diversity, and are looking to grow and succeed together with Aptean, this role offers you the opportunity to make a significant impact within a global company that values individual power and maximizes success through collaboration.,