Customer Support Engineer

Aptean • Alpharetta, GA

91d

About The Position

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. 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.

Requirements

• 2+ years of related experience in software support and services.
• Bachelor's degree or equivalent work experience.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• Providing technical consulting services to customers based on Aptean's service delivery methodology and procedures.
• Assisting with incident assignment duties.
• Participation in team projects.
• Participation in system and release testing and QA as needed.
• Managing assigned Projects effectively (workload management).
• Recommending improvements in Support policies and procedures.
• Creating software and document enhancement requests.

Benefits

• Competitive pay.
• Robust benefit plans.
• Opportunity to grow your career in a fast-paced, flexible and casual environment.
• Outstanding opportunity for career development and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree