Team Lead - Customer Support - Madurai
Overview:
Job Title - Team Lead Customer Support
Location - Madurai
Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results.With over 3000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.
About the role
Job Requirements –- Provides leadership and clear direction to their teams on Customer Support policies, practices, processes and priorities to ensure quality support delivery.
- Serves as the go-to person on their team for complex escalations. Show sense of urgency, create culture of accountability, efficiently collaborates with cross teams with one team mind set and drive quick resolution turnaround time
- Anticipates and plans for future human resources capacity based on customer input, business needs, and current team make up/skills & knowledge.
- Conducts ongoing reviews of teams current skills and knowledge set. Takes the appropriate actions to upskill the technical/functional skills and competency on the team to increase their level of self-reliance. As a result, there are demonstrated improvements (e.g. reduced number of escalations, increased throughput, etc.)
- Proactively monitors quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility.
- Provides authentic metrics reporting to their leader; knows what story the data is telling. Knows the appropriate actions to take to improve/enhance quality deliverables and then develops a detailed plan and executes on that plan, keeping their stakeholders engaged in the process.
- Hands on work experience in ERP product support – both technical/functional (preferably Discrete or Apparel Manufacturing) ,
- Good understanding of SQL, Windows Server Administration and Troubleshooting.
- Good people management and excellent verbal and written communication skills.
- Must possess good problem solving and analytical skills. Ability to work on multiple issues and prioritize work accordingly to business processes.
- Ability to handle difficult or sensitive situations with diplomacy and tact.
- Meets established targets for customer satisfaction and other support KPIs; also promote Knowledge Centered Support (KCS) methodology.
- Promote regular status updates/customer engagement, documentation customer problem information, recommendations, and resolution/prevention in a clear and concise manner-using incident tracking system.
Note - This position is for 24x7 support (5days / week) and require working in core night shift.
If you share our mindset, you can share in our success. To find out more
about joining Aptean, get in touch today.
Learn from our differences. Celebrate our diversity. Grow and succeed together.
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age.Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy