Aptean is seeking a highly skilled and detail-oriented Senior Customer Support Engineer to provide top-tier support to our clients. You'll be responsible for efficiently resolving issues, managing customer cases, and ensuring adherence to SLAs. If you have a strong background in ERP support, particularly with Microsoft Dynamics 365 Business Central and manufacturing modules, and a passion for customer satisfaction, we encourage you to apply.

Principal Duties and Responsibilities

Provide high-quality customer support by resolving issues efficiently and adhering to SLAs.
Manage and document customer cases, ensuring clear records of troubleshooting steps and resolutions.
Collaborate with cross-functional teams and assist in handling escalations with urgency and accountability.
Continuously enhance technical and functional expertise to improve self-reliance and reduce escalations.
Monitor key support metrics (e.g., closed tickets, escalations, utilization) and provide actionable insights.
Identify trends and contribute to process improvements that enhance support efficiency and customer satisfaction.
Maintain a customer satisfaction score of more than 96%.
Proactively monitor quality measurements (e.g., closed tickets, escalations, utilization, delivered services, etc.) for your region/area of responsibility.
Maintain a robust Knowledge Base following all quality standards.
Focus on Case Turnaround Time, Critical Case Resolution, and 48-hour Resolution %.
Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
Provide accurate and timely information to customers regarding products, services, and policies.
Promote regular status updates/customer engagement and thorough documentation of customer problem information and recommendations using an incident tracking system.

Skills

Strong domain understanding of ERP software, with mandatory knowledge of MS Dynamics - Business Central.
Exposure to all core ERP modules (P2P - Procure to Pay, D2B - Design to Build, O2C - Order to Cash, R2R - Record to Report) in discrete/process manufacturing ERP.
Good understanding of SQL, Windows Server Administration, and Troubleshooting.
Ability to handle all ERP Modules and Integrations with add-on products.
Good people management skills.
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills.
Ability to work on multiple issues and prioritize work according to business processes.
Meets established targets for customer satisfaction and other support KPIs.

Qualifications

Education: Bachelor's degree (Required). Master's degree (Preferred).
Work Experience: 4-8 years of experience in any discrete/process manufacturing ERP with exposure to all modules (P2P, D2B, O2C, R2R).
Experience: Hands-on work experience in ERP product support – both technical/functional (preferably process Manufacturing).