Job Title: Senior Customer Support Engineer

Location: Bangalore

Aptean is changing. Our 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 3,500 employees, 60 different products and a global client base, there’s no better time to advance your career at Aptean.

Are you ready for what’s next, now? We are! If being part of a dynamic, high growth organization excites you and you are a Software Support Specialist, and eager to learn and grow, then this opportunity is for you! Our fast-paced environment and dynamic global Support department is eager for a mover and shaker to step into this role and become an integral part of our team. 

About the role

The Software Support Specialist provides customer support and technical services for our firm's developed Cloud (SaaS) and On-premise shipping software applications and integrated source systems. Support is provided via phone, remote assistance, email and chat. We are seeking a resourceful individual with strong technical aptitude and results-oriented attitude, passionate about creating a superb customer experience. Candidates must be able to get up to speed quickly, have excellent customer service skills, superb written, listening and verbal communication skills and be able to troubleshoot and resolve problems quickly and effectively. At V-Technologies, our high performance technical team is committed to providing efficient, expedient and high quality customer support. The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance. 

• Providing fast and amazing customer service and technical assistance to our various customer groups in the form of phone, email and remote support in a fast-paced environment
• Obtains & maintains in-depth knowledge of the firm’s shipping software solutions and suite of integrated systems
• Provide technical support for the StarShip shipping solution and integrated Enterprise Systems and carrier software systems
• Identify, diagnose and troubleshoot software issues, provide solutions or workarounds in a timely manner
• Conduct software configuration, installation, software integration, database migration and software upgrades
• Work with customers on basic software training
• Provide software documentation, instructions and help file resources for trending issues or topics
• Recreate customer reported issues in a virtualized sandbox environment
• Conduct research of customer reported problems and provide solutions or escalate to higher tiered support as needed
• Perform root cause analysis for issues using diagnostic tools
• Precisely documenting customer correspondences in our Customer Relationships Management (CRM) software
• Logging software defects and enhancement requests in our tracking software system
• Proactive follow-up with customers on open issues
• Frequent contributions to the product knowledge base
• Very strong communication with team members and Management
• Knowledge acquisition and retention of supported software functionality and integrated systems
• Some basic quality assurance testing
• Some small scoped project management

About you

• 4+ years information technology, Technical support, Desktop Support, Software, Help Desk or related experience
• Highly organized self-starter who adapts quickly and has excellent attention to detail
• Team oriented
• Excellent customer service and people skills
• Technology savvy
• Resourceful
• Be able to articulate well and provide explanations over the phone
• Excellent written, vocabulary and communication skills
• Extremely patient
• Strong problem isolation and troubleshooting skills
• Strong analytical skills
• Ability to work well under pressure
• Excellent attendance and punctuality
• Strong initiative and work ethic
• Excellent multi-tasking skills
• Teachable
• Highly motivated with strong desire to learn and grow
• A+ certification and/or CompTIA certification/s preferred but not required

Technical Skills

• Extensive familiarity with Windows operating systems: Windows 10, Windows 2016 server, Windows 2019 Server (32 and 64-bit Editions)
• Familiarity Remote Desktop services (RDS), Terminal Services, Citrix (XenApp)
• Printer installation, configuration & troubleshooting
• Knowledge of computer and networking essentials, TCP/IP, network drive mapping, Windows Firewall, proxy, data execution prevention
• Experience with installing, configuring, diagnosing and troubleshooting software
• Experience with ODBC data sources, Windows registry, Windows services, DOS Prompt, event viewer
• Microsoft Office Suite (Outlook, Word, Excel, Access)
• Experience with ticketing system
• Experience with remote assistance and meeting management software e.g. BomGar, ScreenConnect, GoToMeeting