Senior Customer Support Engineer Job in Aptean
Senior Customer Support Engineer
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Job Title: Senior Customer Support Engineer
Location: Bengaluru, India
Employment Type: Full-Time, Regular
Shift: 7:00 PM 4:00 AM IST
Overview
Aptean is seeking a skilled and dedicated Senior Customer Support Engineer to deliver exceptional technical and functional support for our ERP solutions, with a focus on process manufacturing and Microsoft Dynamics Business Central.
You will play a vital role in ensuring high customer satisfaction by efficiently resolving issues, managing customer cases, and collaborating with cross-functional teams to handle escalations. Your expertise across all ERP modules and integrations will help us maintain strong client relationships and continuously improve our support processes.
Key Responsibilities
- Deliver high-quality, timely support to customers across multiple channels (phone, email, live chat) while adhering to SLAs.
- Manage and document customer cases thoroughly, recording troubleshooting steps, resolutions, and recommendations.
- Monitor support metrics such as ticket closure rates, escalations, and customer satisfaction scores; provide actionable insights for improvement.
- Maintain a customer satisfaction score above 96%.
- Proactively identify trends in support cases to recommend process and product improvements.
- Ensure knowledge base content is accurate, comprehensive, and adheres to quality standards.
- Handle complex issues across all ERP modules including P2P, D2B, O2C, and R2R.
- Collaborate closely with other teams to resolve escalated cases efficiently and and professionally.
- Continuously build technical and functional expertise to increase self-reliance and reduce escalations.
Qualifications
Education:
- Bachelor s degree (required)
- Master s degree (preferred)
Experience:
- 4 to 8 years in ERP product support, preferably in process manufacturing.
- Hands-on experience supporting Microsoft Dynamics Business Central (mandatory).
- Exposure to all ERP modules: Procure-to-Pay (P2P), Demand-to-Bill (D2B), Order-to-Cash (O2C), Record-to-Report (R2R).
Technical Skills:
- Strong SQL knowledge.
- Windows Server administration and troubleshooting experience.
- Ability to handle ERP module integrations with add-on products.
Soft Skills:
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Ability to multitask and prioritize in a fast-paced environment.
Work Conditions
- Shift-based work required: 7:00 PM to 4:00 AM IST.
Reporting
- Reports to: Customer Experience (CXT) Manager
- No direct reports.
Why Join Aptean?
Join a global leader in ERP solutions and be part of a collaborative team dedicated to customer success. We offer the opportunity to grow your skills, work with cutting-edge technology, and make a real impact in a fast-evolving industry.
