Overview

　　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 3000 employees, 50 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 Customer Support Consultant, and eager to learn and grow, then this opportunity is for you! Our fast-paced environment and dynamic global Customer 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 Customer Support Consultant provides application consulting and support to Aptean customers. Participate as a member of the implementation team to deploy new projects, and/or provide on-going support to their existing installation. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues. Manage customer expectations and foster positive business relationships with all customers. Manage Customer Development Projects, Project Budgets, and Project Agreements. Requires interface with customers and other team members. May involve travel to customer sites.

　　You will also:

　　Consulting Services

　　Provide consulting services to customers based on Aptean's service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting. Effectively work on multiple projects simultaneously. Work collaboratively with the project manager and project team to deliver projects on time, on budget, on schedule. Submit time and expenses punctually each week. Maintain a professional appearance when onsite with customers.

　　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. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand the issue, its resolutions and means for prevention. Clearly and concisely document all customer interaction and all steps taken to resolve incidents. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests. Work with R&D and product line team 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. May be assigned escalated tickets.

　　Knowledge Management

　　Expand expertise within the product. Attend training sessions offered and use self-study tools; assist with peer training as needed. 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. 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

　　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 a professional communication manner when in-person or on the phone at all times.

　　Project Coordination

　　Intake and process customer projects into tracking systems Update Project Budgets and Statuses Initiate new Projects and Budgets as needed Work between multiple systems and applications for project follow through Liaise between the customer, developer, and consultant to navigate project challenges

　　Additional Duties

　　Participates in system and release testing and QA as needed. Recommend improvements in Customer Solutions policies and procedures. Additional duties as assigned by management.

　　About you

　　A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise. Normally receives little instruction on day-to-day work, general instructions on new assignments.

　　Work Experience

　　Typically requires a minimum of 2 years of related experience with a Bachelor's degree; or 1 year and a Master's degree; or a PhD without experience; or equivalent work experience. Typical range is 2-5 years.

　　Skills and Abilities

　　Possesses working knowledge of the Aptean application and demonstrates proficiency in key areas of the application. Understands the industry and business environment served by the application. Basic understanding of relational database concepts and architecture. Excellent time management and organizational skills. 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. Ability to travel to customer sites as required.

　　If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

　　Learn from our differences. Celebrate our diversity. Grow and succeed together.

　　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, age, status as a protected veteran or any other group status protected by law. 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.

　　"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