Overview
Customer Support Engineer
Location: Chesterfield, UK
About the Role
As a Customer Support Engineer, you will play a critical role in ensuring the optimal performance of our software products. You'll work closely with our development team to troubleshoot, diagnose, and resolve technical issues, ensuring our clients receive outstanding support and service. This role requires a blend of technical expertise, customer-facing skills, and a deep understanding of software environments.
Responsibilities:
- Troubleshoot and identify causes of customer problems using a variety of internal tools.
- 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 issue, its resolutions and means for prevention.
- Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
- Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers
- Determine when issues need to be escalated.
- Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathise with the customer.
- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.S
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Skills & experience:
- Appreciation of the Accounting double-entry system
- Knowledge of VAT Returns and the HMRC initiative to bring all record-keeping relating to tax onto digital platforms (MTD) VAT Reconciliations
- Understanding of Trade Creditors and trade Debtors and running these reports for reconciliation
- Month end process
- Ability to configure imbalances, particularly on Trial Balance
- General principles on data integrities in Accounting
- Understanding of the Sales Ledger, Purchase Ledger and General/Nominal Ledger and support month-end procedures-Appreciation of the Accruals and Prepayment concept
- knowledge of SQL
About you:
- Excellent verbal and written communication skills.
- Strong analytical problem solving and decision making skills, and be able to collaborate with and contribute to a team environment.
- Ability to work efficiently and independently and do whatever it takes to get the job done.
- Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.
- Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.
- Ability to handle difficult or sensitive situations with diplomacy and tact.
- Track record in providing outstanding customer service.
Are you ready for what's next, now?
Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean' s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean' s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 4,500 highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations.
Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.
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 or age. 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