Aptean

Customer Success Analyst

Aptean
Not Disclosed
1-3 Years Full Time
Bangalore, Karnataka, IN

Vacancy: 1 Posted: 3 years ago Applicants: 0
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Job Description

Aptean is looking for a qualityfocused Customer Success Analyst to join our growing team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems ensuring their success.

Primary Responsibilities

Customer Success Analyst is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.

The support focuses on indepth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.

Isolate and provide resolution to customer issues or qualify them for further assistance from RD or Product or Services teams.

Regularly interact with our global customers to resolve their issues, collect their product feedbacks, and collaborate to achieve customer retention and customer success.

Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.

Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution along with meeting the performance metrics.

Should adhere to department performance goals and production standards.

Competencies / Skills and Requirements

Excellent verbal and written communication skills, interpersonal skills and customer handling skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.

Required Technical skills include Writing TSQL queries, debugging SQL stored procedures, reading and understanding SQL profiler, Progress database basics, familiarity with visual studio, good understanding of windows operating system and IIS (Internet Information Server).

Should have a customer-centric mindset, focusing on customer outcomes, promote Knowledge Centered Support (KCS), meets targets for customer satisfaction and other support KPIs.

Good logical skills, analytical skills, investigative skills, basic programming knowledge and technical bent of mind is an added advantage.

Should possess good team skills, high adaptability, multi-tasking ability, be able to work under pressure and remain flexible.

Should possess good business acumen preferably, in Distribution/Logistics domain. ERP background with familiarity in Cloud technology basics and SaaS is an added advantage.

Skills Required: Troubleshooting,CRM,Sql,ERP System,Debugging,Visual Studio,WINDOWS,Senior Analyst,Stored Procedures,Supply Chain Management


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