Customer Support Engineer - Aptean

Are you ready for what’s next, now?

We’re looking for a Customer Support Engineer for our office in Alpharetta, GA. The position is full-time. You’ll join an awesome team to support our growing customer base.

About the Role

In this role you will provide technical consulting and support to Aptean customers and will research and resolve problems and issues, in conjunction with Software environments.  This role requires interface with other team members and customers and may be an escalation point for support.  Through clear and effective communication, the role will make our customers raving fans of Aptean products and services and help drive their digital transformation with Aptean. 

In this role you will:

•  Consulting Services
• Provide technical consulting services to customers based on Aptean’s service delivery methodology and procedures; services engagements may include installation, upgrade consulting, training, custom development, testing, and/or infrastructure consulting.
• Effectively work on multiple projects simultaneously.
• Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
• Submit time and expenses punctually each week.
• Incident Resolution
• Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
• Take ownership of and follow-through with all priority customer incidents.
• Observe trends with technical issues and recommend improvements to design, documentation or implementation.
• Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Determine when issues need to be escalated.
• Set severity levels with customers.
• Will be assigned escalated tickets.
• Knowledge Management
• Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
• Develop expertise within product area.
• Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Attend training sessions offered and assist with peer training as needed.
• Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
• Communication
• Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
• Ensure professional telephone manner at all times.
• Additional Duties
• May be required to assist with incident assignment duties.
• Participate in team projects.
• Participates in system and release testing and QA as needed.
• Manage assigned Projects effectively (workload management).
• Recommend improvements in Support policies and procedures.
• Create software and document enhancement requests.

About you:

This role typically requires 2+ years of related experience in software support and services with a Bachelor’s degree, or equivalent work experience.

To be ahead of the pack, you might have:

• Strong understanding of SQL and relational database concepts and architecture.
• ERP domain knowledge
• Strong client relationship skills (clear-concise communication, efficient and effective at problem-solving)
• Excellent time management and organizational skills, requiring minimal supervision.
• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision-making skills.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.

What’s in it for you?

Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.  

About Aptean

At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’ s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’ s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations. “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

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.