Would you like to be a part of the organization where high energy meets intellect If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!! Open Position :
Aptean is a leading global provider of industry- focused mission critical enterprise software solutions. Our solutions help nearly 6, 500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently.
Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel.
Our customers are located in 74 countries across Europe, Latin America, and North America.
Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models.
Aptean s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.
Aptean uses its core values ofDrive For Results, Win Together, Foster Innovation, and Be Courageousto guide its employee community to serve every customer in every geography and market.
CS Engineer is responsible for responding to and resolving complex customer problems via phone, email and remote access for Aptean products.
The support 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 other assistance from other functions.
Follows standard practices and procedures in analysing situations or data from which answers can be readily obtained. Use fundamental technical troubleshooting skills obtained through performance of the role to define and isolate technical issues.
Actively participate in some or all phases of the software development and maintenance cycle. These phases include working on customer-
based problems dealing with both the Escalation Team as well Development on reproducing and researching customers issues, troubleshooting, debugging, documentation, building lab environments, software maintenance, and testing.
The primary duties for this position include but are not limited to :
Provide technical assistance to customers on Aptean products via phone, email and / or remote access.
Perform advanced problem analysis and isolate problems of a complex level of difficulty.
Reproduce customer issues in house.
Publish articles in our in- house knowledgebase.
Able to learn a wide variety of technologies at a rapid pace
Commitment to continuous enhancement of technical and functional skills
Document customer problem information, recommendations, and resolution in a clear and concise manner using Incident tracking system.
Ensure adequate telephone ACD queue coverage
Communicate appropriately and provide regular updates to customer and management.
Achieve and maintain targeted KPA s such as number of cases closed or issues resolved, along with other established goals.
Along with the Technical Support Manager, set realistic personal training and product certification goals.
Leadership and Entrepreneurship (Excellence Orientation) Qualifications and Requirements Qualifications.
Understanding of Aptean mission and corporate objectives and ability to apply this knowledge within Aptean and for customer facing issues.
Organization and work planning skills required.
Ability to work on multiple issues and prioritize work accordingly to business processes.
Must possess good problem solving and analytical skills.
Ability to diagnoses technical problems; research and identify appropriate solutions.
Must be able to identify and develop new innovate ways to better service our customers.
An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
Must have the ability to work in a fast- paced environment and use judgment in handling customer calls and providing technical assistance
Strong written and verbal communication skills
Ability to identify major concerns from the field and relay those concerns to management in an appropriate manner.
Can do attitude with a strong will to lead by example.
Ability to follow directions and be self- motivated.