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).
