Overview

　　JOB TITLE: Customer Support Consultant

　　Location: Madurai

　　GENERAL JOB SUMMARY

　　Customer Success Analyst is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products. The role 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 the customer issue for Development level assistance or functional assistance or other assistance from other functions.

　　Is responsible for problem tracking, diagnosis, replication, troubleshooting, resolution and escalation vetting using sound judgment and creative and innovative ways to solve problems. Reports to the Manager, CS for the assigned product area and will have frequent contacts with customers, peers, product managers, stakeholders and members of R&D.

　　PRINCIPLE DUTIES AND RESPONSIBILITIES

　　Hands on experience in ERP modules - Manufacturing/Distribution/Warehouse module . Working experience in any ERP is added advantage. Good understanding on functional processes, procedures and control standards for the Manufacturing/Distribution/Warehouse module . Exposure to ERP Distribution and Manufacturing modules will be an added advantage Need to be a techno functional consultant having excellent verbal, telephonic and written communication skills Must possess good problem solving, technical analysis, analytical skills and customer handling skills. Highly emphatic person who focuses towards customer success, collaborate to provide early resolution to issues by providing the best solution & being a trusted advisor to our customers Ability to work on multiple issues and prioritize work accordingly to business processes Meets established targets for customer satisfaction, throughput and other key KPIs, regularly upskill, cross skill & promote knowledge sharing. Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system. Exposure to SQL, Database, and SaaS and MS office tools (like Excel, Word).

　　JOB SPECIFICATIONS

　　Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor's in Computer Science)

　　Bachelor's/Master's Degree

　　Work Experience (Indicate the approximate years of relevant work experience necessary for this position)

　　2+ years of experience in ERP Application Product or Support Manufacturing/Distribution/Warehouse module

　　(General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets & Project Accounting).

　　Skills and Abilities

　　Good personal computer and business solutions software skills Ability to work independently and as part of a team Excellent time management and organizational skills Must have excellent verbal and written communication skills Strong analytical problem solving and decision-making skills Display strong work ethic and do whatever it takes to get the job done